Consumer Coach - Fraud Servicing - 2nd Shift

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 a diverse and 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.

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:

• Current Retail Fraud experience
• Consistently exceeds results in T2B as measured through the customer satisfaction survey
• Proven customer centric approach to problem solving based on first call resolution results as measured through the customer satisfaction survey and transfer reporting
• Effective communication skills, both written and verbal
• Ability to de-escalate client situations and drive client satisfaction; must have the ability to work well under pressure
• Customer centric approach to problem resolution and proven results
• Strong results on call ownership & client satisfaction
• 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

Schedule: Tuesday - Saturday 3:30 PM - 12:00 AM (subject to change depending on business needs)

Desired Qualifications:

• 1+ Year of Leadership experience- OJT coach, Proctor or Interim Consumer Coach
• Expertise with policies, procedures relative to the site designated skill groups

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

Shift:

Hours Per Week: