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 acting as the primary point of contact for Treasury clients, day-to-day servicing of treasury, cash management, card, merchant, and depository products and services of varying complexity. Key responsibilities include providing relationship management, servicing, and technical assistance to internal business partners (e.g. Sales & Relationship Mangers, Product Managers, Compliance and Operations) to resolve complex, unique client requests.

LOB Job Description:

This job is responsible for CashPro training to ensure execution of bank standards and overseeing overall performance for the client experience, risk management, operations, employee proficiency, and leader development.

Responsibilities:

• Responsible for CashPro Helpdesk training to ensure execution of bank standards and overseeing overall performance for the client experience, risk management, operations, employee proficiency, and leader development.
• Coaching and onboarding new employees.
• Facilitates, coaches, and develops leaders to improve effectiveness in performing day-to-day operations, including conducting root cause analysis, applying monitoring tools, performing inspections using defined methods, and guiding front line resources.
• Monitors risk performance metrics to ensure compliance with bank procedures and mitigation plans.
• Serves as a subject matter expert (SME) in business routines, procedures, processes, and resources for vendor leadership and business partners.
• Develops, creates, and designs learning content for new hire and continuing education using multiple learning solutions such as self-led and facilitator led learning material.

Requirements:

• 1+ years of experience working with customers.
• 1+ years of experience handling difficult situations with customers.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.
• Ability to analyze and resolve customer inquiries.
• Ability to provide a positive customer experience through creative solutions.
• At least an intermediate ability in computer skills.
• Ability to navigate multiple computer systems while interacting with the customer.

Desired skills:

• 1-2 years of experience in the Banking/Financial industry.
• 1-3 years of experience working in a call center.

Shift:

Hours Per Week: