Job Description:

The Employee Relations (ER) Consultant is responsible for delivering employee relations counseling and support to managers and employees of Bank of America/Merrill Lynch via a heavy telephone queue environment. The ER Consultant self manages moderate to high risk cases on a variety of ER topics including but not limited to global bank policy, attendance, performance, behavior and conflict resolution, across multiple lines of business. The role requires consultants to:

• Thoroughly research all claims to identify root cause of issues and document calls including all relevant, factual narrative of details and rationale for recommendation in case management tool
• Independently use sound judgment to mitigate risk, weigh the importance and validity of information to form fact-based opinions, solve problems and make formal recommendations
• Ability to remain neutral without inserting personal opinions
• Provide exceptional client care; conveying empathy, patience and utilizing listening skills
• Ability to multi-task with ease while prioritizing the most urgent needs
• Ability to navigate multiple systems or tools simultaneously while accurately documenting conversations
• Effectively influence key stakeholders including managers, employees, HR partners, and other business partners as appropriate
• Identify opportunities to improve client experience and GHR/ER processes
• Exemplify the Bank of America Core Values in each and every interaction with team, clients and stakeholders

Enterprise Role Overview

Fully functioning, non-supervisory position, responsible for delivering employee relations counseling and support to managers and employees via a heavy telephone queue environment. The ER Consultant self manages moderate to high risk cases on a variety of ER topics including but not limited to global bank policy, attendance, performance, behavior and conflict resolution, across multiple lines of business. The role requires consultants to: thoroughly research all claims to identify root cause of issues and document calls including all relevant, factual narrative of details and rationale for recommendation in case management tool. Independently use sound judgment to mitigate risk, weigh the importance and validity of information to form fact-based opinions, solve problems and make formal recommendation. The ability to remain neutral without inserting personal opinions, provide exceptional client care; conveying empathy, patience and utilizing listening skills. Ability to multi-task with ease while prioritizing the most urgent needs and navigate multiple systems or tools simultaneously while accurately documenting conversations. An Employee Relations Consultant must be able to effectively influence key stakeholders including managers, employees, HR partners, and other business partners as appropriate. Able to identify opportunities to improve client experience and GHR/ER processes. Exemplify the Bank of America Core Values in each and every interaction with team, clients and stakeholders.

Required Knowledge, Skills and Experience:

• MUST have three or more years of experience as an HR Generalist / Employee Relations Specialist, OR MUST have three or more years of leadership experience directly managing others and considerable exposure handling employee relations concerns
• Experience managing multiple cases and/or priorities concurrently while mitigating risk and ensuring optimal value and outcomes are achieved
• Communicate effectively (both verbal and written) and confidently, and is comfortable engaging all clients
• Demonstrates a sense of commitment to work and willingly assumes responsibility for accomplishing objectives; is dependable, and conscientiously follows through on commitments
• Demonstrates the ability to concentrate on a task, despite distractions and competing demands
• Successful candidates will manage varying caseloads while consistently meeting quality assurance and schedule adherence standards
• Successful candidates must pass knowledge check upon completion of training segments to remain in role
• Proficiency with computers, including MS Office and Internet applications

Desired Knowledge, Skills, Experience, and Education:

• Preferred experience in fast-paced call center environment with ability to effectively communicate with clients, document concerns and utilize multiple systems simultaneously
• Bachelor’s Degree in HR Management or a related field
• PHR/SPHR Certification(s)

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