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Job Description:

Position Description: The Estate Servicing Operations (ESO) organization manages life events related to deceased customer notification and estate maintenance. ESO provides empathetic support through the process of settling the estate of a deceased client. This support includes protecting accounts, transitioning assets to new owners, and partnering with other Bank of America lines of business to deliver a seamless experience to clients, estate beneficiaries and executors during estate settlement processes. These clients have experienced the death of a loved one and are actively settling their accounts according to provisions in wills and applicable state laws. ESO is committed to delivering world class client experience. We seek to continuously improve our processes and to develop the skills of our employees.

Within Estate Servicing Operations, an ESO Case Manager (Research and Adjustments Representative III) directly interacts with clients, legal partners, estate beneficiaries and executors to deliver seamless client care during the end-to-end estate settlement process as a dedicated case manager. This may include portfolios that consist of multiproduct accounts with combined balances over $100K including IRAs. During every phone interaction, a Research and Adjustments Representative III:

  • Delivers a positive and personalized client experience based on enterprise Client Care pillars - Take Ownership, Act with Empathy, Make it Easy, Get it Right and provides the extra patience, kindness and sensitivity needed during this difficult life event
  • Gains a full understanding of the client's perspective and needs with inquisitive conversation while simultaneously showing empathy and building rapport and trust
  • Serves as a single point of contact for survivors and estate representatives who can set expectations for the process, clearly explain action items and provide accurate details when requested
  • Resolves all inquiries within required timeframes and in compliance with all applicable laws, rules and regulations
  • Independently manages a high-volume work queue including handling inbound/outbound calls and partnering with other lines of business to resolve inquiries
  • Provides support to peers in the form of information and guidance to less experienced client care advocates

Required Skills and Knowledge:

  • A desire to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
  • Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)
  • Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy to understand manner, and clearly articulate why a solution is the best course of action
  • Interpersonal written communication skills to accurately document activity in multiple systems and in proper business writing
  • Ability to breakdown complex problems into sequential priorities and then select solutions to resolve the entire problem (Analytical, critical and design thinking)
  • Ability to identify differences in accounting entries and determine appropriate disposition or entries for resolution (Numeracy)
  • Seeks opportunities to improve depth/breadth of knowledge and personal performance (Desire to learn)
  • Ability to leverage multiple software applications to execute an intricate process at a pace required by servicing timelines
  • Ability to remain current with iterative software and process updates
  • Ability to provide guidance and partnership to peers and/or less experienced individuals (Developing others and Collaboration)
  • Technical knowledge of internet research & Microsoft Office Suite:
    • Word- ability to open, create a document, and used to organize notes or communications
    • Excel- ability to open and filter data to identify pertinent information
    • OneNote- ability to open, create a notebook, and use for note taking

Desired Skills and Knowledge:
  • 1+ years of experience working with clients and handling difficult client situations in a service setting such as banking, food service, retail, hospitality, sales, call center etc.
  • 1-2 years of experience in the Banking/Financial Industry
  • Basic understanding of banking products and operations
  • Basic understanding of probate process
  • Communication strategies for clarifying information or de-escalating a situation
  • Committed to the value of diversity as it better enables connection with the diverse needs of our clients and improves our overall working environment

1st shift (United States of America)

Hours Per Week:

Job Information

  • Job ID: 63241176
  • Location:
    Addison, Texas, United States
  • Position Title: Case Manager (Research & Adjustments Rep) - Estate Servicing Operations
  • Company Name For Job: Bank of America
  • Job Function: Operations/Logistics/Supply Chain
  • Job Type: Full-Time
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