Consumer Coach

Bank of America•Phoenix, AZ

About The Position

At Bank of America, the Consumer Coach supports employees with moderately complex research and analysis, helping them identify strengths and development opportunities, build proficiency, and progress toward goals. The role serves as a subject matter expert resource for teammates and provides targeted coaching and training. It may also involve handling client calls. The Consumer Coach works with frontline employees individually and in small groups to develop professional proficiency beyond standard training. In partnership with team managers, the role reinforces desired behaviors and supports the proficiency and retention of employees who are new to their roles. The position assesses employee development, helps improve speed to proficiency and consistency, and owns and resolves escalated customer calls. The role must comply with industry regulations, bank procedures, departmental 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 first shift, 40 hours per week. Internal employees currently working from home may apply, but selected employees may be required to work onsite under the workplace excellence policy.

Requirements

At least 1 year 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 in a team environment, with 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

At least 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 related to the site-designated skill groups.

Responsibilities

Work individually and in small groups with frontline employees to build professional proficiency beyond standard 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, departmental system integrity requirements, and financial controls.
Provide targeted coaching and administer training to enhance skills and help employees progress toward goals.