Ops Proficiency Coach-Inbound

Bank of America • Phoenix, AZ

10d • 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: This job is responsible for supporting Inbound Associates in building skills beyond initial training. Key responsibilities include leading activities and demonstrations to cover onboarding topics within the set timeline. Job expectations include partnering with managers to design action plans that improve performance, and when not onboarding, focusing on coaching, training, and skill development for in-role associates.

Requirements

• Minimum of 12 months experience within a relevant role.
• Thorough knowledge of Estate Servicing and/or ESO process/function, bank policies, and regulations
• Deliver effective and engaging presentations to diverse audiences, both virtually and in-person
• Identify, measure, monitor, and control risk as part of daily business activities, with a focus on specific risk types
• Experience and knowledge of line of business systems and tools necessary to assess and improve performance
• Strong collaboration and partnering skills; ability to work across functions and partners
• Prioritize tasks, manage multiple responsibilities and effectively organize workflow
• Influence behavior through persuasion and positive reinforcement
• Excellent written and verbal communication skills
• Excellent attention to detail, self-motivated, and able to work with a high degree of independence
• Proficiency in using Microsoft Word, Excel, PowerPoint, as well as technology needed to facilitate meetings and share documents with leaders and partners (Telepresence, Webex, SharePoint)
• High School Diploma / GED / Secondary School or equivalent

Responsibilities

• Provides coaching and works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training
• Walks the floor and joins group chats via Skype/Mattermost to assist associates with questions and escalations, as needed
• Supports site and team leaders with operational routines and supports unit business continuity on exception basis
• Works with Initiative & Platform management team on projects including technical solution development, Client Journey/Operational Excellence innovation, and operating model evolution
• Focuses on up-skilling and new initiatives for associates, including coaching, training, and assessing performance
• Monitors performance and behaviors of associates and communicates progress daily with business

What This Job Offers

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