Bank of America

Compensation

Full Description

Job Description: 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 partnering with Financial Center leadership to provide holistic oversight, coaching and support for teammates responsible for inbound sales calls. Key responsibilities include onboarding, upskilling, and performance development ensuring exceptional client care, operational excellence, and responsible growth. Job expectations include driving cross-channel communication, monitoring controls to reduce risk and process improvement within the financial center channel to achieve expected client experience, call volume and call handling expectations. This role is responsible for driving and nurturing an environment of operational excellence, continuous process improvement and client experience. Supervises execution of operational processes and monitors controls to reduce risk. Make recommendations on process improvements in partnership with process owners and enterprise resources. Responsible for risk and controls inspection, supervision and oversight. Leads, coaches and manages workflow and performance. Coordinates work activities to achieve the volume expected to meet operational requirements. Monitors calls focusing on performance development, call handling statistics and service level adherence. Recognizes and recommends areas needing improvement including escalated and unresolved calls. Supports associate development and performance. Responsibilities: Executes Line of Business (LOB) priorities and strategies by delivering on key initiatives, implementing process improvements and procedural changes to meet the needs of the business, and promoting a positive client experience Coaches and manages employees to deliver on key business priorities by performing inspections, action planning, and documentation Oversees employee readiness by tracking compliance training completion and supporting ongoing development in a fast-paced environment Drives key employee engagement and inclusion activities including hiring and retention, fosters an inclusive team environment, and supports talent mobility for career growth Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures Partners daily with financial center teammates responsible for inbound calling to deliver the full suite of advice/coaching to assist with navigation as they are working to deliver excellent client care Direct management and development responsibilities including call listening, managing task schedule, action planning, and monitoring trends/issues/concerns Educate and continue upskilling of required technology Analyze and address data from various sources to drive operational excellence and risk mitigation Required Qualifications: Experience managing high volume client interaction Active listening, Coaching, Relationship Deepening Driven Management Ability to lead a large team of up to 20 indirect reports Proactively builds trusted relationships with key partners/clients Ability to be a change agent and work in a fast-paced environment Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results Exercises good judgment and experience to make timely and effective decisions Communicates effectively at all levels Communicates strategic business plans and tactical goals to team members Collaborates effectively to build and nurture strong relationships in a matrix environment. Has the ability to learn and adapt to new information, technology platforms, handle ambiguity and adapt to changing circumstances. Demonstrates effective time management skills and the ability to organize, prioritize and perform multiple tasks simultaneously. Experience with risk mitigation, operational excellence and process management Desired Qualifications: 2+ years of people management experience Experience working in an environment with individual and/or team goals where goals were routinely met or exceeded Experience leading or supporting Advanced Client Solutions Skills: Attention to Detail Drives Engagement Influence Oral Communications Result Orientation Collaboration Customer and Client Focus Emotional Intelligence Problem Solving Talent Development Adaptability Critical Thinking Executive Presence Inclusive Leadership Prioritization Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - CA - Carlsbad - 7700 El Camino Real - La Costa (CA0222), US - CA - Carlsbad - 7700 El Camino Real - La Costa (CA0222), US - CA - El Segundo - 2301 ROSECRANS AVE (CA8800), US - CA - Newport Beach - 500 Newport Center Dr - Newport Center (CA9165), US - CA - Ontario - 901 Via Piemonte (CA6540), US - CA - Pasadena - 880 E Colorado Blvd - Lake-colorado (CA9110), US - CA - Pomona - 444 S Garey Ave - POMONA MAIN OFFICE (CA7110), US - CA - Rancho Cordova - 2882 Prospect Park Dr - 2882 Prospect Park Dr (CA3501), US - CA - San Bernardino - 303 N D St - SAN BERNARDINO MAIN OFFICE (CA6109), US - CA - San Diego - 12830 El Camino Real - San Diego North (CA0819), US - CA - San Jose - 560 S WINCHESTER BLVD (CA3512), US - CA - Vallejo - 21 Springstowne Ctr - Springstowne (CA3136), US - CA - Walnut Creek - 1331 N CALIFORNIA BLVD (CA4813), US - CA - Westlake Village - 2815 TOWNSGATE RD (CA6811), US - CA - Woodland Hills - 5901 CANOGA AVE - WEST VALLEY REGION (CA7518), US - CO - Greenwood Village - 6400 S FIDDLERS GREEN CIR - PLAZA TOWER ONE (CO9400), US - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110), US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - MA - Waltham - 1025 Main St - 1025 Main St - Waltham (MA6536), US - MD - Bethesda - 7501 Wisconsin Ave (MD9983), US - MN - Minnetonka - 1808 PLYMOUTH RD - BANK OF AMERICA (MN1103), US - NJ - Jersey City - 101 Hudson St - 101 Hudson (NJ2101), US - NY - Forest Hills - 6965 Yellowstone Blvd - Queens (NY5552), US - NY - Garden City - 1325 FRANKLIN AVE - MERRILL LYNCH (NY3325), US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544) {+ 1 more} Pay and benefits information Pay range $77,000.00 - $110,200.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible 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. Benefits 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. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice