Life Event Services Consultant — LATAM & Canada

Bank of America; Charlotte (NC); On-site; USD 85,000 - 110,000; Full time

Job summary

Bank of America is seeking a Life Event Services Consultant to support employees and managers across the Americas, Cayman Islands, and Canada. You will collaborate with HR, Benefits, Security, and global LES partners to ensure end-to-end case management and sensitive support.

Strong English and Spanish skills are required, with a focus on confidentiality, empathy, and data-driven resolution across complex life events, while aligning with bank policies and risk controls.

Qualifications

• Must have two or more years of experience in HR related fields, or providing support to individuals in difficult situations, or leadership experience with escalations.
• End-to-end high touch case management experience.
• Exceptional customer service with empathy, patience and listening skills.
• Ability to navigate multiple variables and creatively problem-solve.
• Excellent verbal and written communication to explain complex topics clearly.
• Proven experience in researching, documenting, and escalating issues and/or processes.
• Excellent typing skills and computer proficiency across multiple systems.
• Ability to conduct confident conversations focused on resolution and data collection.
• Experience creating and implementing action plans to drive business objectives.
• Fluency in English and Spanish.

Responsibilities

• Support ongoing efforts to drive clarity and adoption of Life Event Services in the region.
• Partner with security, continuity, HR, benefits, and legal stakeholders to provide end-to-end employee support.
• Deliver end-to-end case management from initial inquiry to resolution.
• Respond to inquiries with empathy and timeliness.
• Prioritize time based on urgency, engaging other LES teams as needed.
• Document key facts in the case management system and maintain records.
• Maintain confidentiality of employee information.
• Influence managers to balance bank policies with employee needs and risk.
• Drive communication campaigns to raise LES awareness and usage.
• Participate in projects for continuous improvement and risk mitigation.
• Build networks with local and global partners to support LES delivery.
• Provide HR Service Center support when needed and oversee LES work.

Skills

Active Listening

Effective Communication

Attention to Detail

Networking

Influence Skills

Prioritization

Research

Customer Service Management

Critical Thinking

Decision Making

English/Spanish Fluency

Job description

Bank of America is seeking a Life Event Services Consultant to support employees and managers across the Americas, Cayman Islands, and Canada. You will collaborate with HR, Benefits, Security, and global LES partners to ensure end-to-end case management and sensitive support.

Strong English and Spanish skills are required, with a focus on confidentiality, empathy, and data-driven resolution across complex life events, while aligning with bank policies and risk controls.