Customer Segment Consultant I

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 will be responsible for managing incoming volume to our MGIA Distribution Group, escalations from FSAs, IPS and Market Leaders so help triage enrollment issues and tech issues.   Job will also work closely with the CSS Team Managers helping with client escalations and triage to help individual CSS.  The role also gather FSA feedback for process improvements and share with leadership and digital partners

This job is responsible for leading the design, analysis, execution, and sustainment of strategic initiatives that support enterprise goals within a business segment. Key responsibilities include analyzing processes to identify improvements, coordinating project tasks, managing risks, and partnering with product, channel, and operations teams for integrated execution. Job expectations include building business cases, maintaining stakeholder relationships, supporting change management, and creating documentation to ensure transparency and long-term success.

Responsibilities:

• Identifies process improvement opportunities, influence, and build processes
• Handle in-bound volume to MGIA DG and help FSAs who have questions on the enrollment process or triage tech/process issues 
• Provide feedback to digital partners for tech issues identified
• Provide escalation support for CSS team managers and CSS associatesLeads the design, analysis, and implementation of strategic initiatives that align with enterprise goals within a business segment
• Analyzes existing processes to identify opportunities for efficiency, effectiveness, and long-term sustainability
• Coordinates project tasks across teams and manage risks to ensure timely and successful delivery of initiatives
• Collaborates with product, channel, and operations teams to ensure integrated execution and alignment with business objectives
• Builds business cases, maintain stakeholder relationships, support change management efforts, and create documentation to promote transparency and long-term success

Required Qualifications:

• 2 years in Consumer Investments as an FSA or working with FSA's

Desired Qualifications:

• 2 Experience working with FSAs and CI process and procedures

Skills:

• Active Listening
• Attention to Detail
• Collaboration
• Critical Thinking
• Written Communications
• Decision Making
• Influence
• Oral Communications
• Prioritization
• Problem Solving
• Adaptability
• Customer and Client Focus
• Data Management
• Emotional Intelligence
• Risk Management

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40