Life Event Services Consultant - Operations

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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.

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.

This role will be aligned to the Life Event Services Operations team, which supports all of the Life Event Services (LES) support teams. This job is responsible for analyzing large quantities of complex data to identify trends, using the data to recommend process enhancements, and presenting recommendations to leadership.

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
• Gather, organize, and analyze data, interpret the data, and then communicate/present the results in an organized fashion to key stakeholders.
• Collaborate closely with stakeholders and cross-functional teams to ensure processes are accurately defined and include activities or capture data required based on business need
• Supports the evaluation of existing processes, technologies, and routines to drive process improvements
• Prioritize tasks and manage multiple projects simultaneously with short deadlines

Required Qualifications:

• Proven ability to analyze complex data to identify trends
• Demonstrated ability to use data to recommend process changes
• Strong proficiency in Salesforce case management system, Excel, PowerPoint, and Word
• Experience with case management for complex life events
• Ability to turn complex ideas into well-structured materials and presentations
• Ability to handle confidential and proprietary information, including sensitive employee data, with discretion and with a strong focus on compliance and risk management
• Highly organized, accuracy driven, pro-active work ethic to ensure consistency of data entry and appropriate urgency to sensitive situations
• Ability to effectively work under pressure, continue to evaluate priorities in a changing environment, and successfully manage multiple projects with compressed timelines
• Excellent interpersonal, relationship, and written/verbal communication skills, with a strong ability to collaborate, partner, and influence
• Ability to work with senior leaders and cross functional teams
• Demonstrated problem solving, strong follow-up skills and ability to escalate and gain resolution as needed
• Detail oriented with strong organizational and planning capabilities
• Ability to work independently and as a strong team player

Desired Qualifications:

• Working knowledge of the Life Event Services operating model including client care, benefits knowledge, systems, principles and operational excellence
• Recent experience supporting Life Event Services cases
• Experience with AI for data analytics
• Exposure to Life Event Services Standard Operating Procedures (SOPs) and Playbooks
• Knowledge of Human Resources benefit products and processes
• Minimum of 3 years of project management experience

Skills:

• Active Listening
• Attention to Detail
• Data Collection and Entry
• Prioritization
• Research
• Critical Thinking
• Customer Service Management
• Decision Making
• Stakeholder Management
• Written Communications
• Continuous Improvement
• Process Simplification
• Recording/Organizing Information

Shift:

1st shift (United States of America)

Hours Per Week:

40