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 managing overall team performance. Key responsibilities include overseeing day-to-day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention.

Job Description:
This front-line leadership role manages a team of 12 to 24 employees. Leveraging the incumbent's significant credit assistance product and process knowledge, and their coaching skills, to provide daily supervision and meet the team's performance and quality metrics. Managers must understand how other operational areas of the organization impact their performance. Typically has 1-2 years of supervisory and/or project/process leadership experience.
Responsibilities:

• Schedules and monitors workflow, provides coaching feedback and resolves complex client issues
• Ensures compliance with federal laws and company guidelines in order to minimize losses and ensure legal compliance
• Leads division-wide projects that may include other team managers and individual contributors beyond their direct reports
• Manages some Risk and Credit functions such as pre-charge-off, charge-off or a lending function that impacts profitability as needed
• Inspects and evaluates employee results, while ensuring that coaching is implemented focusing on the key behaviors that drive desired results
• Drive key performance metrics with individuals and teams, building foundational routines through identifying, coaching and inspecting.

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Diversity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• Must have leadership/management experience or coaching experience in collections
• Proven experience and ability to successfully achieve department goals
• Flexible to meet varying hours/days, when necessary
• Results driven and metrics focused
• Ability to motivate and drive results
• Strong written and verbal communication skills
• Advanced knowledge of Microsoft applications - Excel, PowerPoint, Outlook, etc.
• Demonstrated team player with the ability to work independently
• Strong organizational and leadership skills
• Excellent time management skills
• Proficient in English and Spanish

Desired Qualifications:

• Two years of Leadership/Management experience in the financial industry

• In depth understanding of Collections and Recovery Scoreboards and performance management
• Call center experience
• Reporting experience
• College degree

Skills:

• Coaching
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Performance Management
• Active Listening
• Decision Making
• Inclusive Leadership
• Talent Development
• Analytical Thinking
• Drives Engagement
• Hiring and Onboarding
• Process Performance Measurement
• Risk Management

Shift:

Hours Per Week: