Consumer Team Manager

Bank of America•Fort Worth, TX

About The Position

At Bank of America, the Consumer Team Manager manages overall team performance by 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 leads a team in a high-volume, high-capacity, high-execution environment and helps deliver consistent, high-quality client interactions while meeting production goals and regulatory requirements. The role also includes managerial responsibilities centered on inclusion, process and data, clear communication, risk management, coaching, financial stewardship, talent development, and business outcomes. Bank of America describes an in-office culture that supports collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. Employees currently working from home may apply, but a selected candidate may be required to work onsite under the workplace excellence policy.

Requirements

At least 1 year of leadership experience in Fraud.
Passion, integrity, commitment, and drive to deliver differentiated service that improves clients’ financial lives.
Ability to understand how life events can affect a client's financial situation 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 by starting conversations, anticipating questions, sharing information in plain language, building rapport, and handling 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 to 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 risk and escalate through appropriate channels.
Comply with industry regulations, bank procedures, department system integrity levels, and financial controls.
Conduct performance reviews and oversee employee onboarding and team retention.
Create an inclusive team in which members are treated fairly and respectfully.
Promote process knowledge, data-driven decisions, simplicity, and continuous improvement.
Communicate clearly and concisely to motivate employees, explain the reasons behind decisions, and connect contributions to business results.
Lead the 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 through talent mobility.
Deliver business results through effective team management, structure, and routines.