Consumer Coach (2nd Shift)

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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

Job Description:

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.

Responsibilities:

• 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

Required Qualifications:

• 1+ year(s) recent Retail Fraud Servicing contact center experience
• Experience taking RFS Credit\Debit calls in a contact center
• Customer centric approach to problem resolution and proven results
• Experience as a OJT coach, RFS proctor or RFS guest Consumer Coach
• Expertise with policies, procedures relative to the site designated skill groups
• Strong results on call ownership & client satisfaction
• Effective communication skills, both written and verbal
• Ability to de-escalate client situations and drive satisfaction
• Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment
• Adapts well to an ever changing environment
• Must have the ability to work well under pressure
• Open to taking inbound client calls based on Service Level
• May be required to work additional hours taking inbound client calls in overtime to support our LOB

Skills:

• 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.

Shift:

2nd shift (United States of America)

Hours Per Week:

40