Life Event Services Consultant I - Medical Accommodations

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for delivering end-to-end case management support to employees and managers around complex, multi-dimensional life events. Key responsibilities include consulting on individual employee issues regarding the bank's benefits programs and how they apply to each unique employee situation. Job expectations include probing to get to the root of an issue, identifying when a concern requires escalation or engagement with partners, and documenting facts in a system of record while maintaining ownership and accountability until resolution.

The Life Event Services Consultant will be single point of contact to support applicants and employees who request a medical accommodation for the following purposes:

• To fully participate in the application process
• To perform the essential functions of their role at Bank of America
• To have equal access to benefits and privileges of employment

The Consultant must be a demonstrated self-starter with an excellent track record of success in their current environment.  They must also be a strong, decisive, customer service focused professional who can assess needs quickly and offer solutions to reasonably accommodate applicants and employees while mitigating risk to the Bank. Experienced Case Manager requiring deep subject matter expertise in multiple areas of Leaves, Benefits, and/or specific Life Events. Non-supervisory position responsible for delivering end-to-end complex case management support to employees and managers around life events that could cross multiple lines of business.

Responsibilities:

• Delivers end-to-end case management support to employees around complex life events from initial inquiry through case resolution

• Responds to inquiries effectively and timely, while demonstrating empathy towards the employee

• Provides guidance to Line of Business (LOB) employees regarding their complex situations and recommends options and resources to best fit the issue

• Prioritizes time and effort according to the most urgent and sensitive employee, manager, or partner needs, engaging other Life Event Services Support teams as needed

• Documents key facts and interactions related to the employee's life event in the case management system of record

• Maintains confidentiality and protects employee information

• Influences managers, Human Resources (HR) partners, and others to drive towards the optimal resolution that best balances bank policies and guidelines, employee needs, and risk. Partner with Legal, Employee Relations, Worker’s Compensation, MetLife, Sedgwick and HR Managers to review accommodations requests.

• Analyze medical documentation to assess an employee’s accommodation needs. Contact medical providers for additional information regarding an employee’s medical restrictions

• Engage the employee’s manager to understand business requirements and discuss workplace accommodations on behalf of the employee

• Mitigate risk by identifying inconsistent accommodation practices

Required Qualifications:

• 3-5 years of Employee Relations and/or Human Resources client facing experience with focus on customer service

• Exceptional customer service with proven ability to demonstrate care, empathy, patience and listening skills

• Ability to navigate numerous variables (including employee needs, line of business/partner considerations, and risks) and creatively problem-solve based on information on hand

• Excellent verbal and written communication skills – must be able to understand and explain complex topics to people in clear, concise and understandable terms

• Proven experience in researching, documenting, and escalating issues as required

• Excellent typing skills and computer proficiency, including the ability to talk, type and navigate multiple systems simultaneously

• Highly organized, accuracy driven, proactive work ethic to ensure consistency of data entry and appropriate urgency to sensitive situations

• Ability to navigate a conversation in a confident manner geared towards resolution and accurate data collection/confirmation (asking closed-ended questions in an empathetic way)

• Experience with appropriately handling and safeguarding confidential information

• Ability to manage multiple cases simultaneously and resolve them in a timely manner

Desired Qualifications:

• Strongly prefer working knowledge of the Americans with Disabilities Act, FMLA, and state disability laws

• Knowledge of Employee Relations regulations and policies

• High-touch case management experience

• Experience in escalations and issue management

• Knowledge of Human Resources products and processes

Skills:

• Data Collection and Entry

• Active Listening

• Attention to Detail

• Prioritization

• Research

• Customer Service Management

• Critical Thinking

• Decision Making

• Stakeholder Management

• Written Communications

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: