Consumer Team Manager - ATM Debit BDR Claims

Bank of America•Phoenix, AZ

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 retaining team members. The manager drives consistent performance and high-quality client interactions in a high-volume, high-capacity environment while ensuring deadlines, efficiency, and regulatory requirements are met. The role also involves supporting an inclusive team, using process knowledge and data to guide decisions and continuous improvement, communicating business priorities, identifying and resolving risks, coaching and developing employees, managing expenses, and delivering business outcomes through effective team management. Bank of America maintains an in-office culture, with role-specific flexibility based on business needs; employees selected for the role may be required to work onsite under the workplace excellence policy.

Requirements

At least one year of Claims or Claims initiation experience.
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, 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 strong partnerships across teams and work effectively with diverse stakeholders.
Excellent written and verbal communication skills, including the ability to communicate expectations clearly.
Strong organization and attention to detail, 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 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 it through appropriate channels.
Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
Conduct performance reviews and oversee employee onboarding and retention.
Promote an inclusive team environment where members are treated fairly and respectfully.
Use process knowledge and data-driven decisions to support simplicity and continuous improvement.
Communicate clearly to motivate employees, explain business priorities, and connect contributions to business results.
Coach and develop team members through feedback; recruit, onboard, and support talent development and mobility.
Manage expenses and deliver business outcomes through effective team management, structure, and routines.