Consumer Team Manager - ATM Debit BDR Claims

Bank of America•Phoenix, AZ

3d•Onsite

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 and hiring, onboarding, coaching, and retaining team members. The position is associated with ATM Debit BDR Claims and operates in a high-volume, high-capacity, high-execution environment. The manager drives consistent performance and strong client interactions while meeting production deadlines, improving efficiency, and ensuring regulatory compliance. The role also involves handling real-time team needs, completing administrative tasks on time, participating in contact center initiatives, identifying and escalating employee or business risks, and complying with industry regulations, bank procedures, system integrity requirements, and financial controls. Managers are expected to foster an inclusive team, use process knowledge and data to support continuous improvement, communicate clearly, manage risks and expenses, develop talent, and deliver business outcomes through effective team management. Bank of America describes an in-office culture with role-specific flexibility. Employees currently working from home may apply, but may be required to work onsite if selected.

Requirements

At least one year of Claims or Claims initiation experience.
Demonstrated ability to positively influence, lead, guide, or support peers and teams in achieving business objectives and delivering a strong client experience.
Experience coaching, mentoring, training, or developing others through knowledge sharing, feedback, and performance support.
Ability to drive results, take ownership of responsibilities, and manage multiple priorities in a fast-paced environment.
Strong problem-solving and decision-making skills, including identifying issues, collaborating on solutions, and executing effectively.
Ability to build partnerships across teams and work effectively with diverse stakeholders.
Excellent written and verbal communication skills, including the ability to communicate expectations clearly.
Highly organized and detail-oriented, with a commitment to accuracy.
Strong work ethic and commitment to Bank of America’s Core Values.
Proficiency in Microsoft Excel and Word.

Nice To Haves

Experience in a people-management, leadership, or operational support role, such as Coach or OSL.
Two years of supervisory experience in a production-based environment.
ATM Debit background.
Fraud detection experience.
Experience with reporting and data analysis.

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 following 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.
Create an inclusive team where members are treated fairly and respectfully.
Promote process knowledge, data-driven decisions, simplicity, and continuous improvement.
Communicate clearly and concisely, explaining the reasons behind priorities and connecting team contributions to business results.
Lead and encourage identification, escalation, and resolution of potential risks.
Develop team members through coaching and feedback.
Manage expenses and demonstrate an owner’s mindset.
Recruit, onboard, and develop talent, and support career growth and talent mobility.
Deliver business results through effective team management, structure, and routines.