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.

This role provides leadership to a team comprised of 14-20 FTE supporting At Risk Persons (ARP) as well as Fraud Referrals as production needs dictate.  Primary emphasis is on team leadership, coaching, development, and performance (80%). 

Responsibilities:

• Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence

• Oversees end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines

• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas

• Implements improvements to drive the growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness

• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment

• Meet individual and team performance measures and metrics

• Review and analyze daily & weekly metrics to identify performance improvement opportunities 

• Drive a culture of effective risk management, client care, and process improvement

• 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:

• 2+ years of current Fraud Referral and/or ARP experience within Fraud Investigations

• 1+ years leading, coaching, and managing high performing teams of 10-20 OT eligible direct reports within the financial services industry

• Proven track record of coaching and improving performance in others in a quality production environment

• Strong influencer and communicator

• Strong critical thinker who thinks broadly to provide solutions

• Proficient in proactively identifying areas of risk and providing mitigation plans

• Must be able to partner with other Team Managers and other LOB partners for the collective success of the operations

• Executive presence and strong risk mindset

• Projects enthusiasm, optimism, and determination

• Ability to work independently and make sound decisions

• Demonstrated ability to communicate (written and verbal) with internal and external partners, including presentations to an executive leadership level audience

• Ability to manage and shift priorities as needed

• Microsoft Office (Word, Excel, PowerPoint, Outlook)

Desired Qualifications:

• Experience working in the fraud, consumer, financial center or contact center environment

• Ability to analyze data at the team and individual level

• Knowledge of Consumer Products and Complaint tracking process

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: