Consumer Coach - Phoenix Retail & Preferred

Bank of America•Phoenix, AZ

2d•Onsite

About The Position

This job is responsible for assisting and guiding employees with moderately complex research and analysis. Key responsibilities include working closely with employees to identify strengths and opportunities for improvement, building proficiency, and acting as a subject matter expert resource for teammates. Job expectations include providing targeted coaching and administering training to help enhance skills and progression towards achieving goals. May also handle client calls.

Requirements

Must have 1+ years Contact Center Client Care Servicing Experience (Small Business, Retail, Fraud, Home loans etc.)
Customer centric approach to problem resolution and proven results
Strong results on call ownership & client satisfaction
Effective communication skills, both written and verbal
Ability to de-escalate client situations and drive satisfaction.
Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment
Adapts well to an ever-changing environment
Must have the ability to work well under pressure

Nice To Haves

1+ Year of Leadership experience- OJT coach, Proctor or Interim Consumer Coach
Expertise with policies, procedures relative to the site designated skill groups

Responsibilities

Works individually and in small groups with frontline employees to build their professional proficiency beyond standard skills acquired during training
Prepares, coaches, and reinforces desired team behaviors in partnership with team managers to support proficiency and retention of new-to-role employees
Identifies and assesses improvements in employee development and increases speed to proficiency and consistency in demonstrating and performing the desired skills
Owns and resolves escalated customer calls
Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls