Client Services Team Manager -2nd Shift-Phoenix, AZ

Bank of America • Phoenix, AZ

22h

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Job Description: This job is responsible for managing a team of Client Service Representatives (CSRs). Key responsibilities include ensuring CSRs have the coaching, tools, training and resources to deliver an optimal client experience, managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends, and providing feedback and recommendations to leadership. Job expectations include conducting performance reviews, managing attendance and ensuring staffing levels and being accountable for team performance results, retention, and engagement.

Requirements

• Minimum of 1 year of Leadership experience in the financial industry (including Coaching, Mentoring, Proctoring New Hire Classes/OJT)
• Excellent written and oral communication skills
• Works well independently
• Strong ownership skills
• Ability to manage multiple functions while managing and motivating the efforts of others
• Ability to develop associates to achieve optimal performance results
• Attention to detail with excellent organizational skills
• Demonstrated ability to solve problems and make decisions
• Flexible and adaptable with good time management skills
• Ability to lead projects and continually utilize independent judgment
• Must be flexible with schedule and shift (including weekends and holidays)
• Ability to handle ambiguity and adapt to changing circumstances
• Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic
• Must be able to work 2nd Shift 3:30pm-12am Schedule
• Must be flexible on days/hours

Nice To Haves

• Minimum of 1-2 years call center experience
• Proficiency in Microsoft Excel, PowerPoint and Word
• 2 years Fraud experience a plus

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
• Executes service level agreements as applicable and manages relationships with business partners to optimize resources
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees