• Job Description

  Req#: 25025204

  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 assisting and guiding employees with moderately complex research and analysis. Key responsibilities include working closely with employees to identify strengths and opportunities for improvement, building proficiency, and acting as a subject matter expert resource for teammates. Job expectations include providing targeted coaching and administering training to help enhance skills and progression towards achieving goals. May also handle client calls.

  Responsibilities:• Works individually and in small groups with frontline employees to build their professional proficiency beyond standard skills acquired during training
  • Prepares, coaches, and reinforces desired team behaviors in partnership with team managers to support proficiency and retention of new-to-role employees
  • Identifies and assesses improvements in employee development and increases speed to proficiency and consistency in demonstrating and performing the desired skills
  • Owns and resolves escalated customer calls
  • Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

  Required Qualifications:

  • 1+ years of Contact Center Experience or Financial Center Leadership Experience

  • Customer centric approach to problem resolution and proven results

  • Strong results on call ownership & client satisfaction

  • Effective communication skills, both written and verbal

  • Ability to de-escalate client situations and drive satisfaction.

  • Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment

  • Adapts well to an ever-changing environment

  • Must have the ability to work well under pressure

  Desired Qualifications:

  • 1+ Year of Leadership experience- OJT coach, Proctor or Interim RBC.

  • Social Media Servicing Experience

  • Expertise with policies, procedures relative to the site designated skill groups

  Skills:

  • Coaching

  • Mentoring

  • Oral Communications

  • Problem Solving

  • Quality Assurance

  • Active Listening

  • Analytical Thinking

  • Attention to Detail

  • Collaboration

  • Risk Management

  • Adaptability

  • Customer and Client Focus

  • Influence

  • Relationship Building

  • Result Orientation

  Schedule: Monday-Friday 9:30 am-6:30 pm PT with rotating Saturdays and/or Sundays. Candidate must be flexible with their schedule to cover business needs.

  Shift:

  1st shift (United States of America)

  Hours Per Week:

  40

  Pay Transparency details

  US - CA - Simi Valley - 450 AMERICAN ST (CA6921)

  Pay and benefits information

  Pay range

  $26.00 - $36.09 hourly pay, offers to be determined based on experience, education and skill set.

  Predictable pay

  This role is compensated with a base salary and is not incentive eligible.

  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.

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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