Channel Integration Manager - FC Inbound Consumer Sales

Bank of America•Duluth, MN

1d•$82,000 - $114,100•Onsite

About The Position

At Bank of America, the Channel Integration Manager partners with Financial Center leadership to provide holistic oversight, coaching, and support for teammates responsible for inbound sales calls. The role onboards and upskills teammates, develops performance, and promotes exceptional client care, operational excellence, and responsible growth. It drives cross-channel communication, monitors controls to reduce risk, and supports process improvement within the financial center channel to meet client experience, call volume, and call handling expectations. The position executes business priorities and strategies, coaches and manages employees, oversees readiness and compliance training, and supports engagement, inclusion, hiring, retention, and talent mobility. It also manages competing business and administrative priorities, resolves escalated and complex client inquiries, and uses call listening and performance data to strengthen teammate performance, enhance client care, support responsible growth, and mitigate risk. This is a first-shift role based at 1114 Avenue Of The Americas in New York, New York. The position is 40 hours per week. The annual salary range is $82,000–$114,100, with offers determined by experience, education, and skill set. The role is eligible for an annual discretionary incentive plan and company benefits, including paid time off.

Requirements

Experience managing high-volume client interactions and employee performance.
Ability to lead a large team of up to 25 indirect reports.
Strong communication and collaboration skills in a matrixed environment.
Ability to manage competing priorities, lead through change, and deliver results.
Experience supporting operational excellence, risk management, and responsible growth through needs-based client solutions and relationship deepening.
High school diploma, GED, secondary school diploma, or equivalent.
Skills include attention to detail, driving engagement, influence, oral communication, result orientation, collaboration, customer and client focus, emotional intelligence, problem solving, talent development, adaptability, critical thinking, executive presence, inclusive leadership, and prioritization.

Nice To Haves

2+ years of people management experience.
Financial Center or call center leadership experience.
Bilingual Spanish proficiency.

Responsibilities

Execute Line of Business priorities and strategies by delivering key initiatives, implementing process improvements and procedural changes, and promoting a positive client experience.
Coach and manage employees to deliver key business priorities through inspections, action planning, and documentation.
Oversee employee readiness by tracking compliance training completion and supporting ongoing development.
Drive employee engagement and inclusion activities, including hiring and retention; foster an inclusive team environment and support talent mobility.
Manage competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high-volume, high-capacity environment.
Handle escalated and complex client inquiries and requests by researching and resolving concerns promptly and in compliance with industry regulations and bank procedures.
Use call listening and performance data to strengthen teammate performance, enhance client care, support responsible growth, and mitigate risk.
Partner with Financial Center leadership to oversee, coach, and support teammates responsible for inbound sales calls.
Drive cross-channel communication, monitor controls to reduce risk, and support process improvement within the financial center channel.