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. 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!

This job is responsible for managing executive travel scheduling and reservations of internal flights. Key responsibilities include the successful design, delivery and communication of travel schedules. Job expectations include supporting multiple internal and external stakeholders to Bank of America and delivering a safe and quality travel experience for employees.

This individual will form part of a team that provides high touch service to our Senior Management. You will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed. 

The responsibilities and duties will consist of the following:

• Interact and provide direct support to senior management of the bank to assist with the scheduling/coordinating of future travel requests.

• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and sophisticated travel for air, rail, car, and hotel accommodation, using (GDS) - Native Sabre in coordination with Corporate Aviation.

• Provide consultative advice, solutions, and recommendations ensuring adherence to the expense standard.

• Aligning with all legal standard requirements, which include required training, compliance, and sanctions.

• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your performance to check on and improve performance.

• Handle the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging, or email servicing platforms.

• Operate in multi-channel (phone, email & chat) servicing environments where you are accountable to key performance indicators of success, such as customer satisfaction , key efficiency metrics for example call adherence and call service metrics.

• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations.

• Express passion and energy within the organization and always act according to company ethics, values, and compliance guidelines.

• Review and reconfirm Executive Travel reservations/PNR for ticketing, quality/accuracy, client critical issues, vendor services, or lowest fare.

Responsibilities:

• Coordinates all travel arrangements for employees and clients including scheduling, updating and canceling

• Acts as primary contact for employee travel related inquires

• Communicates timely updates, changes and needs of both employees and client

• Follows all policy and procedures as outlined by Bank of America corporate travel

Requirements Experiences/Skills:

• Detailed understanding of fares and ticketing rules, for car, air, hotel travel

• Experience working in a high touch service environment where performance is measured

• Background in Business (Corporate) Travel providing White Gloved Service

• Knowledge and experience of:

  • Air, rail, hotel, car booking

  • Calculating and Processing exchanges

  • High proficiency in Native Sabre GDS minimum 5+ years

• Passion for Excellence in Client Service

• Thorough - act with integrity, and deal sensitively with personal and confidential traveler information

• Ability to research and resolve customer service and traveler issues independently and /or with supplier

• Problem Solving, with a process improvement attitude

• Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting, and adapting to change quickly and expertly

• Learning agility and ability to act on constructive feedback

• Possess a strong understanding of travel trends and industry standard processes

• Be a self-starter, and self-motivated with exceptional judgment skill to exceed in a high-pressure environment.

• Strong MS office experiences (Word, Excel, PowerPoint – Access exp is desired).

• Strong oral and written communication skills. Be able to communicate effectively with senior management.

• Strong attention to detail and be able to problem solve critical issues. Be able to make critical decisions quickly and effectively.

• Effective planning and organization skills.

Desired Experiences/Skills:

• Strong MS office experiences (Word, Excel, PowerPoint – Access exp is desired).

• Previous experience with aviation scheduling software (Professional Flight Management – PFM is preferred)

• Ability to positively influence team and peers

Skills:

• Attention to Detail

• Customer and Client Focus

• Decision Making

• Prioritization

• Written Communications

• Critical Thinking

• Data Collection and Entry

• Innovative Thinking

• Policies, Procedures, and Guidelines Management

• Relationship Building

• Active Listening

• Adaptability

• Business Operations Management

• Issue Management

• Problem Solving

Minimum Education Requirement:

• High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: 

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