Consumer Coach - Client Care and Resolution

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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for assisting and guiding employees with moderately complex research and analysis. Key responsibilities include working closely with employees to identify strengths and opportunities for improvement, building proficiency, and acting as a subject matter expert resource for teammates. Job expectations include providing targeted coaching and administering training to help enhance skills and progression towards achieving goals. May also handle client calls.

• Works individually and in small groups with frontline employees to build their professional proficiency beyond standard skills acquired during training
• Prepares, coaches, and reinforces desired team behaviors in partnership with team managers to support proficiency and retention of new-to-role employees
• Identifies and assesses improvements in employee development and increases speed to proficiency and consistency in demonstrating and performing the desired skills
• Owns and resolves escalated customer calls
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

• Focuses on overall performance and outlier management of tenured analyst, working directly with them as additional support for Team Manager
• Coaching to Proficiency for underperforming employees
• SME who provides on-the-spot coaching / Raise Your Hand Support
• Monitor & participate in team chat (if applicable)
• Understand outlier reporting to identify targeted coaching opportunities for select employees
• Partner closely with Ops Performance Manager and Performance Excellence team
• Provide feedback to Academy and Content Design if there are themes/gap identified post OJT
• Will work in a production role 4 hr+ per month to maintain skills/knowledge
• Can be flexible to work weekends and/or extended hours as needed

• Minimum of 1 year current experience within Regulatory Complaints role (CARE)
• Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
• Is able to multi-task, including researching information through multiple systems, and can consider the bigger picture with regard to client satisfaction, reputational and regulatory risk
• Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
• Strong attention to details with commitment to world class client care, effective work flows
• Is comfortable making outbound calls to clients in a high production focused environment.
• Excellent verbal and written communication skills and is comfortable engaging all clients.
• Has the ability to learn and adapt to new information and technology platforms.
• Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
• Efficiently manages your time and capacity.
• Strong knowledge in Microsoft Office (Excel, Outlook, Word)
• Strong organizational and time management skills

• Experience coaching others to be successful in their roles
• Critical / innovative thinker with the ability to contribute to process improvements, employee learning content, and policy and procedure opportunities
• Experience working in an environment where both individual and team goals are met or exceeded routinely
• Understanding or knowledge of performance management measurements and methodology

• Coaching
• Mentoring
• Oral Communications
• Problem Solving
• Quality Assurance
• Active Listening
• Analytical Thinking
• Attention to Detail
• Collaboration
• Risk Management
• Adaptability
• Customer and Client Focus
• Influence
• Relationship Building
• Result Orientation

*** Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

1st shift (United States of America)