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 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 managing a team of researchers that handle highly sensitive client account concerns escalated through high-risk channels in a highly complex environment. Key responsibilities include ensuring timely and effective resolution, delivery of exceptional service while maintaining a seamless and positive client experience. Job expectations include providing strategic direction and support to the team to achieve key performance indicators, conducting performance reviews, hiring, onboarding and team retention.

Responsibilities:

• Executes a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
• Analyzes data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
• Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures
• Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
• Inspects and evaluates employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results

Managerial Responsibilities:

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Minimum 1 year experience in a manager or a leadership/support role (i.e. Coach, OSL)
• Exceptional written and verbal communications skills to professionally interact effectively with all levels of management and Clients, including escalated and complex inquiries
• Comfortable with fast-paced, high pressure environment that requires working independently, as well as, in a team
• Self-starter with demonstrated ability to learn new skills and share knowledge/teach others
• Proven ability to manage and prioritize work to ensure deadlines are met while maintaining quality output
• Demonstrated experience in leading others to deliver
• Demonstrated experience in coaching to deliver productivity, reduce performance variability, and deliver metric results
• Ability to performance manage, including engaging partner organizations and delivering difficult conversations
• Strong understanding of complaints standard and requirements
• Risk focused mind-set with ability to escalate and debate findings and decisions
• Proven reputation as leader among partners and peers

Desired Qualifications:

• 2+ years of Management experience including direct reports
• Experience in operational environment with call center, fraud or claims experience
• Prior success in developing future leaders/talent
• Understanding of Workforce Management and IEX
• Strong analytical skills and experience with data management reporting

Skills:

• Coaching
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Performance Management
• Active Listening
• Decision Making
• Inclusive Leadership
• Problem Solving
• Talent Development
• Analytical Thinking
• Drives Engagement
• Hiring and Onboarding
• Process Performance Measurement
• Risk Management

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:

Hours Per Week: