Consumer Team Manager - Fraud Servicing

Bank of America•Newark, NJ

1d•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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. 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 managing overall team performance. Key responsibilities include overseeing day-to-day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention.

Requirements

2+ years call center experience
Proven experience and ability to successfully achieve department goals, while taking accountability for results
Ability to provide constructive feedback to employees and coach behaviors to proficiency
Comfortable receiving ongoing performance feedback and coaching
Excellent time and task management skills
Able to identify and escalate risk
Ability to work effectively in a high demand environment with changing or competing priorities
Flexible to work varying hours/days, when necessary
Demonstrated team player with the ability to work independently
Strong written and verbal communication skills
Must comply with Workplace Excellence guidelines

Nice To Haves

Minimum of 2 years of management experience managing a team of 20+ associates
Advanced knowledge of Microsoft applications - Excel, PowerPoint, Outlook, etc.
Reporting Experience

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
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
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.