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Bank of America
Bank of America
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Bank of America is a global financial institution operating across banking, finance, and fintech. Its services include personal banking, small-business support, wealth management, investment services, and access to capital markets for individuals, businesses, and institutions. The company also focuses on responsible growth through sustainable finance, diversity initiatives, and community development programs.
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Senior Client Advocate II, CARE

Resolve sensitive client complaints and escalations at Bank of America. Apply CARE expertise, risk standards, and cross-team coordination to deliver timely outcomes.

USUnited StatesAZArizonaFLFloridaNJNew JerseyOn-siteFull-timeSeniorEnglish RequiredCustomer AdvocateCustomer Success

Description

  • Handle the most complex and sensitive complaints from clients and internal partners.
  • Act as the primary escalation contact for inquiries that call for research, analysis, and coordination across the organization.
  • Assess incomplete, unclear, or conflicting information and determine appropriate outcomes.
  • Coordinate across systems and teams to resolve cases promptly and effectively.
  • Manage assigned cases according to enterprise complaint standards, controls, and service-level expectations.
  • Spot emerging trends, systemic concerns, and process gaps, and recommend improvements.
  • Work directly with clients and internal stakeholders on high-impact or time-sensitive matters.
  • Use sound judgment and discretion as a trusted subject matter expert, while upholding complaint and risk standards.

Requirements

  • At least one year of current Client Protection CARE experience.
  • Current knowledge of complaint and escalation processes.
  • Strong working knowledge of Microsoft Office, including Excel and Word.
  • Excellent customer service skills, including de-escalating difficult interactions and taking a client-centered approach.
  • Excellent verbal and written communication skills.
  • Strong critical thinking, analytical, and problem-solving abilities.
  • Ability to weigh client satisfaction alongside reputational and regulatory risks.
  • Strong organizational skills, with the ability to prioritize work and meet deadlines.
  • Ability to work independently and contribute effectively within a team.
  • Flexibility and ability to adapt quickly to change.
  • Personal accountability and reliable follow-through.
  • Exceptional attention to detail and commitment to accurate, high-quality work.
  • Track record of meeting or exceeding quality, production, and performance goals.
  • Ability to contribute to continuous improvement and innovation.
  • High school diploma, GED, secondary school qualification, or equivalent.

Benefits

  • Affordable, competitive, flexible benefits.
  • Support for physical, emotional, and financial well-being.
  • Opportunities to learn, grow, and make an impact.
  • An in-office culture that supports collaboration, engagement, and career development.
  • 40-hour workweek.
  • First-shift schedule.

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