US Trust Digital Specialist – West Coast

Job Description:

Business Overview:

U.S. Trust, Bank of America Private Wealth Management is a leading private wealth management organization providing vast resources and customized solutions to help meet clients' wealth structuring, investment management, banking and credit needs. Clients are served by teams of experienced advisors offering a range of financial products and services, including investment management, financial and succession planning, philanthropic and specialty asset management, family office services, custom credit solutions, financial administration and family trust stewardship.

U.S. Trust is part of the Global Wealth and Investment Management unit of Bank of America, N.A., which is a global leader in wealth management, private banking and retail brokerage. U.S. Trust employs more than 4,100 professionals and maintains 135 offices in 33 states.

Job Description:

The mission of the Digital Adoption & Client Experience Team is to create compelling, consistent, and differentiated experiences that deliver sustainable value through integrated marketing and training solutions. The Digital Specialist will work with Private Client Advisors, client support associates, management and U.S Trust clients to increase awareness and adoption of all U.S. Trust digital tools.

The Digital Specialist will be responsible for training on all proprietary technology platforms by creating impactful interactions that increase awareness, drive adoption and position the technology as a valuable resource to increase satisfaction and capacity. The key objective for the role is to optimize the use of varied training vehicles across multiple channels with the appropriate frequency to build and demonstrate product offerings to the applicable audiences.

Responsibilities:

• Develop a deep understanding of the technology product offerings (e.g., Client Relationship Workstation, Client Online & Mobile Platforms, Advisor Mobile and Social Collaboration tools, Salesforce and more…)
• Build and maintain strong relationships internally and with the user population
• Create and update training materials, including training scripts, tip sheets, and FAQs on new and existing technology platforms
• Schedule and facilitate training visits at the branch locations. Onsite training visits will be delivered in classroom format and/or one-to-one sessions
• Participate in client engagement sessions when applicable
• Deliver virtual training sessions via scheduled online learning portal
• Create on-demand training sessions for use on the learning portal
• Provide quantitative and qualitative training metrics (quantitative metrics include date of training session, location of training session, numbers of users trained, and topics discussed, and progress measurement; qualitative metrics include user questions raised, user questions answered, and user questions unanswered)
• Leverage the issue management escalation process according to a pre-established process
• Measure success by acceptance and adoption

Required Skills:

• Bachelor's Degree (5+ years experience in Wealth Management – candidates with experience in technology-oriented roles preferred)
• Exceptional verbal and written communication skills
• Desire to be client facing
• Desire to grow and learn
• Strong knowledge of Microsoft Office
• Travel required - 75% expected
• This is a remote position that will spend 75% of the time travelling

Bank of America will consider for employment qualified applicants with criminal histories consistent with San Francisco ordinance 17-14 and federal law applicable to Bank of America.

Posting Date: 10/02/2018

Location: San Francisco, CA, 555 California St (CA5705), Los Angeles, CA, CENTER WEST, 10877 WILSHIRE BLVD, Seattle, WA, THE FINANCIAL CENTER, 1215 4TH AVE, - United States

Travel: Yes, 75% of the time

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift