Consumer Coach

Bank of America • Phoenix, AZ

6d

About The Position

At Bank of America, the Consumer Coach assists and guides employees with moderately complex research and analysis. The role works closely with employees to identify strengths and opportunities for improvement, build proficiency, and serve as a subject matter expert resource for teammates. The Consumer Coach provides targeted coaching and training to enhance skills and help employees progress toward their goals. The role may also handle client calls.

The position works individually and in small groups with frontline employees to build proficiency beyond standard training. In partnership with team managers, the Consumer Coach reinforces desired behaviors to support proficiency and retention of new-to-role employees, assesses development improvements, and helps increase speed to proficiency and consistency in performing desired skills. The role also owns and resolves escalated customer calls and follows applicable industry regulations, bank procedures, department system integrity requirements, and financial controls.

The schedule is Monday through Friday, 10:00 AM–7:00 PM ET, subject to change based on business needs. The position is designated as first shift and is 40 hours per week. Employees currently working from home may apply, but a selected employee may be required to work onsite under the workplace excellence policy.

Requirements

• Minimum of 1+ years of Contact Center Client Care or servicing experience, such as Small Business, Retail, Fraud, or Home Loans.
• Demonstrated customer-centric problem solving, with a focus on first-call resolution, customer satisfaction survey results, and minimizing transfers.
• Excellent written and verbal communication skills.
• Ability to de-escalate challenging client situations professionally and drive positive outcomes.
• Strong performance in call ownership and overall client satisfaction.
• Ability to work independently and contribute effectively within a team; sound reasoning and good judgment.
• Adaptability in a fast-paced, changing environment.
• Ability to perform effectively under pressure.
• Ability to coach and develop associates to improve performance and engagement.

Nice To Haves

• 1+ year of leadership experience, such as OJT coach, Proctor, or Interim Consumer Coach.
• Ability to monitor floor activity, identify coverage gaps, and manage scheduling through IEX.
• Expertise with policies and procedures relative to the site-designated skill groups.

Responsibilities

• Work individually and in small groups with frontline employees to build professional proficiency beyond standard skills acquired during training.
• Prepare, coach, and reinforce desired team behaviors in partnership with team managers to support proficiency and retention of new-to-role employees.
• Identify and assess improvements in employee development, increasing speed to proficiency and consistency in demonstrating and performing desired skills.
• Own and resolve escalated customer calls.
• Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
• Coach and develop associates to improve performance and engagement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed