Senior Client Advocate II – CARE

Bank of America

. Resolve the highest-complexity and most-sensitive client and internal partner complaints and escalations .

Posted 9/16/2026full-timeNewark • Arizona • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Client Protection and Complaints Management, with a strong focus on problem resolution, critical thinking, and effective communication. Proven ability to manage complex client interactions and drive continuous improvement in service delivery.

Highest-signal resume keywords

Client Protection CARE ExperienceComplaints and Escalations KnowledgeMicrosoft Office ProficiencyCustomer Service SkillsAnalytical and Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Critical ThinkingAnalytical SkillsProblem-SolvingCase ManagementProcess Improvement

Soft Skills

Excellent Communication SkillsOrganizational SkillsFlexibilityPersonal OwnershipAttention to Detail

Tools & Technologies

Microsoft ExcelMicrosoft WordMicrosoft PowerPointReporting ToolsAnalytics Tools

Certifications & Qualifications

High School DiplomaGEDSecondary School Equivalent

Industry Keywords

Client SatisfactionRisk ManagementService-Level ExpectationsCross-Organizational CoordinationEscalation Management

About the role

Key responsibilities & impact

Resolve the highest-complexity and most-sensitive client and internal partner complaints and escalations
Serve as a primary escalation point for complex inquiries requiring detailed research, analysis, and cross-organizational coordination
Evaluate incomplete, ambiguous, or conflicting information to determine appropriate outcomes within defined frameworks
Partner across systems and functions to drive timely and effective case resolution
Manage assigned cases in alignment with enterprise complaint standards, controls, and service-level expectations
Identify emerging trends, systemic issues, and process gaps and recommend improvements
Engage directly with clients and internal stakeholders in high-impact or time-sensitive situations
Exercise business judgment and discretion while serving as a trusted subject matter expert and ensuring adherence to enterprise complaint and risk standards

Requirements

What you’ll need

Two years of current Client Protection CARE experience
Current knowledge of Complaints and Escalations
Strong proficiency in Microsoft Office, including Excel and Word
Excellent customer service skills, including de-escalation of difficult client interactions and customer-centric problem resolution
Excellent verbal and written communication skills
Strong critical thinking, problem-solving, and analytical skills
Ability to assess broader impacts on client satisfaction and reputational and regulatory risk
Strong organizational skills; ability to prioritize workloads and meet deadlines in a fast-paced environment
Ability to work independently while collaborating effectively in a team environment
Flexibility and ability to adapt quickly to change
Strong personal ownership and follow-through
Exceptional attention to detail and commitment to accuracy, high-quality work, effective workflows, and client care
Demonstrated record of meeting or exceeding quality, production, and performance goals
Ability to support continuous improvement and innovation
High School Diploma / GED / Secondary School or equivalent
PowerPoint experience, reporting/analytics/project experience, and cross-enterprise product/channel knowledge are desired qualifications

Benefits

Comp & perks

Affordable, competitive and flexible benefits
Support for physical, emotional, and financial wellness
Opportunities to learn, grow, build a career, and make an impact
In-office culture supporting collaboration, engagement, and career development
40 hours per week
First shift schedule