Consumer Team Manager

Bank of America•Fort Worth, TX

About The Position

At Bank of America, the Consumer Team Manager is responsible for managing overall team performance, overseeing employees’ day-to-day activities, managing risk, and driving operational excellence. The role includes conducting performance reviews, hiring, onboarding, and supporting team retention. The manager drives performance in a high-volume environment, handles real-time team needs, completes administrative tasks, and participates in contact center initiatives. The role also involves coaching employees, meeting production deadlines, improving efficiency and interaction quality, and ensuring regulatory compliance. Bank of America describes its culture as focused on Responsible Growth, inclusion, collaboration, career development, and teammate wellness. The bank maintains an in-office culture, with flexibility based on role responsibilities and business needs; internal employees currently working from home may apply, but the selected candidate may be required to work onsite under the workplace excellence policy.

Requirements

At least 1 year of leadership experience in Fraud.
Demonstrated passion, integrity, commitment, and drive to deliver positive, differentiated service that improves clients’ financial lives.
Ability to understand how life events affect clients’ financial situations and to advise on solutions and analyze and resolve complex client problems creatively.
Excellent attendance, proven reliability, and ability to adhere to the agreed-upon work schedule.
Dependable team-player attitude and understanding that calls must be handled immediately, including weekends and holidays.
Ability to communicate effectively and confidently with clients.
Ability to engage clients, initiate conversations, anticipate questions, share information in plain language, build rapport, and handle objections.
Comfort receiving ongoing performance feedback and coaching.
Ability to learn and adapt to new information and technology platforms.
At least intermediate proficiency with computers and current technology.
Flexibility with schedule and shift, including weekends and holidays.

Nice To Haves

At least 1 year of experience in the banking or financial industry.
At least 2 years of experience in a client service capacity.
At least 3 years of leadership experience.

Responsibilities

Drive the team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, high-execution environment.
Address real-time team needs, complete administrative tasks on time, and participate in contact center initiatives that promote consistency across the business.
Hire, retain, and coach employees to meet production deadlines, improve efficiency, and deliver high-quality interactions while adhering to regulatory requirements.
Identify and manage employee or business risks and escalate them through appropriate channels.
Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
Conduct performance reviews, onboard employees, and support team retention.
Create an inclusive team where members are treated fairly and respectfully.
Apply process knowledge, data-driven decision-making, simplicity, and continuous improvement.
Communicate clearly to motivate the team and connect its contributions to business results.
Lead the identification, escalation, and resolution of potential risks.
Develop team members through coaching and feedback.
Manage expenses and demonstrate financial stewardship.
Recruit, onboard, and develop talent, and support career mobility.
Deliver business results through effective team management, structure, and routines.