Senior; Team Lead

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in‑office culture with specific requirements for office‑based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role‑specific considerations. Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

This job is responsible for activities related to a service or sales environment. Key responsibilities include coaching to provide optimal client experience, performance, and ensure proper call management in relation to the contact center strategy. Job expectations include the ability to demonstrate judgment and discretion during independent decision making, conduct ongoing training as needed, mold the behavior and professionalism of all team members, and promote work unity improvements to current workflow processes.

Assists the Team Manager in overseeing the management of a team of Premium Associates to deliver on client experience delivery, performance goals, such as driving asset consolidation and retention and expanding the breadth and depth of client relationship through product penetration, where appropriate.

• Be the first point of contact for client escalations, work with partners to ensure expeditious and thorough research and resolution and follow‑up as needed with clients

• Handle various administrative and process management responsibilities such as schedule management, segment reporting, campaign completion

• Provide immediate coaching for client experience improvement; listen to and grade Quality Assurance calls

• Execute a disciplined approach to all business development strategies and goals to achieve business growth, while focusing on the client experience

• Requires in‑depth knowledge of trading mechanics, fixed income, options, margin and margin regulations

• Deliver efficient and responsive resolution for various client situations, owning the management of the case, researching the issue and communicating the solution to the client when appropriate

• Exhibit critical thinking/problem solving skills to immediately address escalated client issues notice to deliver a best in class customer experience

• Develop an expert knowledge of internal policies, procedures and processes to ensure the most flawless and seamless execution of the most complex trading strategies

• Review activities of team to improve performance execution while managing risk and minimizing exposure

• Ability to work seamlessly across all Enterprise business lines including GWIM, US Trust, Preferred Banking, as well as internal partners within Merrill Edge to deliver a world‑class relationship model and improve processes

• Oversee day‑to‑day operations and processes to foster an environment that promotes service excellence to customers
• Translate the organization’s goals and strategies into employee metrics and goals, evaluate progress and provide feedback or intervention as needed to recognize, encourage, and improve individual performance
• Support a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance
• Motivate others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes
• Build upon employees’ existing skills and experiences while identifying new skills and opportunities to help achieve individual and organizational goals

• Experience with advanced trading strategies, options, fixed income, and margin required
• Series 7 & 66…