Consumer Team Manager- Fraud- 2nd shift

Bank of America•Phoenix, AZ

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 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

1+ years Leadership experience or Retail Banking Coach in a call center
Accomplished leadership and coaching skills
Strong interpersonal and "people" skill+
Extensive, professional communication skills, both verbal and written
Solid customer service experience
Self-motivated and able to work independently
Accustomed to multi-tasking and time management
Demonstrated ability to solve problems and make decisions
Flexibility to work any shift based on business need

Nice To Haves

1 or more years of Fraud experience
Knowledge of systems related to Fraud Servicing
Thorough knowledge of credit card and debit card products & services
Strong focus on associate engagement

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.