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 overall team performance. Key responsibilities include overseeing day-to-day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention.

Responsibilities:

• Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment
• Addresses real-time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business
• Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements
• Identifies and manages employee or business risk and escalates through the appropriate channels
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

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:

• 1+ years of leadership experience in Fraud
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objection
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology​
• Must be flexible with schedule and shift including weekends/holidays

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity
• 3+ years of leadership experience

Skills:

• Coaching
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Performance Management
• Active Listening
• Decision Making
• Inclusive Leadership
• 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: