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Client Experience Program Manager (Collections & Enterprise Fraud)

Bank of America | Jacksonville FL 32256 USA | Full Time | Posted: 08/16/2019

Job Descriptiontop

Job Description:

Line of Business Role Description

Role will coordinate the Client Experience efforts within the Collections and Enterprise Fraud (C&EF) division. Responsibilities include, but are not limited to:

  • Manages overall improvement of the client-facing employee core processes and results.
  • Lead the Client Care Council within Collections & Enterprise Fraud
  • Leading line of business-wide, cross functional, high impact strategic initiatives to analyze client feedback and translate into business strategies and tactics.
  • Strong business centric mindset with ability to utilize sound business judgment and tailor approach to drive optimal business outcomes.
  • Serve as primary contact to Executive management for critical change initiatives depending on scope and impact of business supporting.
  • Communicates, influences and negotiates both vertically and horizontally to obtain or leverage necessary resources. Highly visible role.
  • Assists in achieving broad goals supporting the Client Experience work.
  • Delivery of results, risk management and strategy development.

Required Skills:

  • Ability to analyze client feedback and translate into business strategies and tactics
  • Project Management/Change Management
  • Demonstrated experience leveraging relationships with organizational leaders and executives to drive customer service root cause analysis and action planning processes
  • Ability to integrate with lines of business and channel process leaders to implement process improvement activities
  • Familiar with industry bench marking and/or client service recognition programs
  • Experience establishing employee and leader development activities or material to improve the client experience
  • Strong written and verbal communication
  • Ability to work with all levels of management across numerous lines
  • Strong organizational and time management skills
  • Must be able to handle multiple priorities at one time
  • Proficient with MS Office (EXCEL, Access, Word, and PowerPoint)

Desired Skills:

  • Strong Risk awareness, including Operational, Compliance, and Reputational Risk
  • Previous experience in Collections and Enterprise Fraud


1st shift (United States of America)

Hours Per Week:


Job Detailstop

Location Jacksonville, FL, 32256, United States
Categories Project Management

Location Maptop

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Job Code 19055464-3

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