About the role

Consumer Coach guiding employees in Claims Operations at Bank of America. Responsible for coaching and developing frontline employees in a fast-paced environment.

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
Focuses on overall performance and outlier management of tenured analyst, working directly with them as additional support for Team Manager
Coaching to Proficiency for underperforming employees
SME who provides on-the-spot coaching / Raise Your Hand Support
Monitor & participate in team chat (if applicable)
Understand outlier reporting to identify targeted coaching opportunities for select employees
Partner closely with Ops Performance Manager and Performance Excellence team
Provide feedback to Academy and Content Design if there are themes/gap identified post OJT
Will work in a production role 4 hr+ per month to maintain skills/knowledge
Can be flexible to work weekends and/or extended hours as needed

Minimum of 2 years experience in current Claims operation role
Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
Is able to multi-task, including researching information through multiple systems, and can consider the bigger picture with regard to client satisfaction, reputational and regulatory risk
Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
Strong attention to details with commitment to world class client care, effective work flows
Is comfortable making outbound calls to clients in a high production focused environment.
Excellent verbal and written communication skills and is comfortable engaging all clients.
Has the ability to learn and adapt to new information and technology platforms.
Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
Efficiently manages your time and capacity.
Strong knowledge in Microsoft Office (Excel, Outlook, Word)
Strong organizational and time management skills

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.