Consumer Team Manager - Fraud Servicing

Bank of America • Newark, NJ

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 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! Job Description: 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees