Life Services Team Manager

Bank of America • Jacksonville, FL

14d • 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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: The Life Services team is responsible for providing financial guidance for beneficiaries and executors going through the wealth transition process when our clients pass away. This job is responsible for activities related to a service or sales environment. Key responsibilities include coaching to provide optimal client experience, performance, and ensure proper call management in relation to the contact center strategy. Job expectations include ability to demonstrate judgement and discretion during independent decision making, conduct ongoing training as needed, molding the behavior and professionalism of all team members, and promote work unity improvements to current workflow processes.

Requirements

• Series 7, 66 and 9/10 is required
• Ability to understand investments and assist associates and clients with their financial needs
• Focus on building relationships with teammates
• Analytical ability with ability to manage multiple responsibilities and prioritize
• Strong communication skills (verbal, non-verbal, and written) and active listening skills
• Drive culture, leading a diverse client centric team
• Proven ability to manage risk - must utilize sound judgment to make business decision for shareholders and clients
• Must be client and associate focused
• Proven ability to coach and motivate others
• Lives the Bank of America Core Values: delivers for clients and shareholders, embraces the power of our people, acts responsibly and promotes opportunity

Nice To Haves

• Capable of effectively coaching and mentoring team to meet metrics
• Ability to effectively manage workload in a fast-paced environment
• Excellent interpersonal, leadership and oral/written communication skills
• Capable of multi-tasking and working efficiently under stress and high volume
• Strong organizational and teamwork skills
• Previous sales experience a plus
• Knowledge of Merrill Life Services processes and systems a plus

Responsibilities

• Coach, motivate and supervise teams as they develop client relationships through understanding needs and present enterprise solutions (Merrill and Bank of America)
• Deliver exceptional customer client experiences by resolving client escalations and influencing your team through example
• Sharpen focus on compliance and regulatory standards including but not limited to; actively managing risk - reviewing at risk client scenarios, communications and all facets of team activity to ensure responsible growth
• Monitor call volumes and service levels to identify trend in order to maximize efficiencies and make recommendations for improvements that impact client experience.
• Resolve all client issues that are elevated to supervisory level in addition to performing OMT functions as needed.
• Participate in leadership rotation across multiple teams within Merrill to gain perspective, exposure and insight to management career opportunities within Merrill
• Availability to provide coverage during weekends and/or extended hours as required to operate the business
• Oversees day-to-day operations and processes to foster an environment that promotes service excellence to customers
• Translates the organization's goals and strategies into employee metrics and goals, evaluate progress and provide feedback or intervention as needed to recognize, encourage, and improve individual performance
• Supports a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance
• Motivates others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes
• Builds upon employees’ existing skills and experiences while identifying new skills and opportunities to help achieve individual and organizational goals

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees