Consumer Coach (2nd Shift)

Bank of America•Kennesaw, GA

2d•Onsite

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! 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

1+ year(s) recent Retail Fraud Servicing contact center experience
Experience taking RFS Credit\/Debit calls in a contact center
Customer centric approach to problem resolution and proven results
Experience as a OJT coach, RFS proctor or RFS guest
Consumer Coach Expertise with policies, procedures relative to the site designated skill groups
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
Open to taking inbound client calls based on Service Level
May be required to work additional hours taking inbound client calls in overtime to support our LOB

Nice To Haves

Coaching
Mentoring
Oral Communications
Problem Solving
Quality Assurance
Active Listening
Analytical Thinking
Attention to Detail
Collaboration
Risk Management
Adaptability
Customer and Client Focus
Influence
Relationship Building
Result Orientation

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