Program Lead (Claims Client Communications)

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 is responsible for supporting programs and projects specific to corporate change initiatives that impact how the bank does business, provides a product or service, or executes a function. Key responsibilities include assisting department managers with critical change initiatives and communicating, influencing, and negotiating both vertically and horizontally to obtain or leverage necessary resources. Job expectations include delivering regulatory and executive material and ensuring results align to program strategy, simplification, and new capabilities.

The Claims Client Communication Program Lead will support and execute Claims Client Communication strategies as well as letter related changes where research into language and edits from Legal/Risk/Compliance (LRC) are needed. The person in this role will also partner with Claims site leaders and process owners on assessments and coordination efforts and rollouts.

Claims Strategy and Transformation is a key part of the Consumer and Small Business Claims organization, focused on innovation, simplification, and driving operational excellence. By leveraging industry knowledge, client experience, digital first capabilities, and employee feedback, the team is focused on streamlining and simplifying the claims process for our clients and the business. The Claims Client Communication pillar manages the Claims letter inventory and leads the strategic planning and prioritization of customer letter changes, focusing on simplification, accuracy, and consistency across products.

Responsibilities:

• Assists with defining program controls, processes, procedures, reporting cadence, decision governance structures, and ways of working with key stakeholders
• Partners closely with project sponsors, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new change initiatives
• Supports the execution of defined tasks through tracking of program milestones and their statuses, developing program plans, and measuring progress against ongoing key performance indicators
• Analyzes, evaluates, and overcomes program risks and produces program reports for managers and stakeholders
• Identifies key requirements for cross-functional teams and external vendors to perform in alignment with the program objectives
• Works with other program managers to identify risks and opportunities across multiple projects within the department, leading them to negotiate decision making for efficient and effective resolution
• Meets with stakeholders to provide transparency into project issues and decisions on services, builds positive relationships, asks questions, and uses tools to uncover root causes to challenges, identify opportunities, and make recommendations

Required Qualifications:

• 2+ years of Claims, Complaints, Project and/or Correspondence experience
• A thorough knowledge of enterprise product/channel or front/back-office operations
• Exceptional written and verbal communication skills, with the ability to interact effectively with all levels of management and LOB partners
• Excellent time management, multitasking, and prioritization skills, with the ability to research and resolve complex day-to-day problems
• Able to work independently in a fast-paced environment while working cohesively in a team setting
• Self-starter with strong initiative and independent judgment who can lead and coordinate complex projects, including assessments, communication plans, rollouts, meeting facilitation, and materials preparation
• Proficient Microsoft Office skills (PowerPoint, Word, Excel)

Desired Qualifications:

• Claims experience
• Client Communications experience (digital, letters, etc..)
• Project experience
• Risk/Control/Compliance experience

Skills:

• Process Design
• Program Management
• Project Management
• Reporting
• Strategy Planning and Development
• Issue Management
• Oral Communications
• Presentation Skills
• Prioritization
• Problem Solving
• Performance Management
• Process Performance Management
• Process Simplification
• Risk Management
• Workforce Planning

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)Pay and benefits informationPay range$78,000.00 - $112,600.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.