Manages and resolves client issues and requests by successfully navigating the organization and mastering multiple systems
Coaches and assists new employees with moderately complex research and analysis of account activity to assess levels of risk and fraud type
Leverages processes, guidelines, and product knowledge to identify potential process improvements and escalate issues and risks
Completes a comprehensive review, investigates and compiles all facts regarding the end to end client experience relevant to escalations or a complaint
Provides exceptional and compassionate client care and advocacy, working with a network of tools and partners
Completes in-depth escalation case reviews, professionally interacting with clients, leaders and partners
Maintains documentation of case tracking and follows up to resolution

1 year experience within Fraud Detection and/or Claims
Must be in a current Client Protection role
Demonstrated ability to conduct structured research using various methodologies.
Ability to consider the bigger picture with regard to client satisfaction, reputational and regulatory risk
Excellent verbal and written communications skills sufficient to interact effectively with clients, all levels of management and staff
Comfortable with multi-tasking and prioritization and able to work in an independent, efficient and effective manner in a fast-paced environment, while working cohesively in a team setting
Strong attention to details with commitment to world class client care, effective work flows
Strong knowledge in Microsoft Office (Excel, Outlook, Word)
Strong organizational and time management skills, excellent customer service skills with the ability to diffuse difficult customer interactions
Must possess excellent problem solving and analytical skills
Customer-centric approach to problem resolution
Must work well in a team environment, as well as independently
Strong personal ownership and follow through skills
Must have a strong and positive work ethic and display Bank of America's Values
Must be flexible and adapt quickly to change
Ability to multi-task and meet defined performance goals
Excellent written and oral communication skills

Client Advocate – CARE

Key skills