Employee Relations Consultant
Company: Disability Solutions
Location: Charlotte
Posted on: September 21, 2023
Job Description:
Job Description:About Bank of America: At Bank of America, we
are guided by a common purpose to help make financial lives better
through the power of every connection. Responsible Growth is how we
run our company and how we deliver for our clients, teammates,
communities, and shareholders every day.One of the keys to driving
Responsible Growth is being a great place to work for our teammates
around the world. We're devoted to being a diverse and inclusive
workplace for everyone. We hire individuals with a broad range of
backgrounds and experiences and invest heavily in our teammates and
their families by offering competitive benefits to support their
physical, emotional, and financial well-being.Bank of America
believes both in the importance of working together and offering
flexibility to our employees. We use a multi-faceted approach for
flexibility, depending on the various roles in our
organization.Working at Bank of America will give you a great
career with opportunities to learn, grow and make an impact, along
with the power to make a difference. Join us!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 stakeholdersEnterprise Role
OverviewFully 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
applicationsDesired 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)Shift:1st shift (United States of
America)Hours Per Week: 40
Keywords: Disability Solutions, Charlotte , Employee Relations Consultant, Professions , Charlotte, North Carolina
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