Ops Proficiency Coach- Collect & Decision

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 supporting Collect and Decision Associates in building skills beyond initial training. Key responsibilities include leading activities and demonstrations to cover onboarding topics within the set timeline. Job expectations include partnering with managers to design action plans that improve performance and when not onboarding focusing on coaching training and skill development for in-role associates.

Responsibilities:

• Provides coaching and works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training

• Walks the floor and joins group chats via Skype/Mattermost to assist associates with questions and escalations as needed

• Supports site and team leaders with operational routines and supports unit business continuity on exception basis

• Works with Initiative & Platform management team on projects including technical solution development Client Journey/Operational Excellence innovation and operating model evolution

• Focuses on up-skilling and new initiatives for associates including coaching training and assessing performance

• Monitors performance and behaviors of associates and communicates progress daily with business

Skills:

• Attention to Detail

• Coaching

• Critical Thinking

• Fraud Management

• Interpret Relevant Laws Rules and Regulations

• Problem Solving

• Process Management

• Quality Assurance

• Research

• Risk Management

• Business Operations Management

• Customer and Client Focus

• Drives Engagement

• Result Orientation

• Written Communications

Internal employees who are currently working from home are still eligible to apply. However if selected for the role you may be required to work onsite in accordance with the workplace excellence policy

Required Qualifications:

• Minimum of 12 months experience within a relevant role within Estate Servicing Operations.

• Thorough knowledge of Estate Servicing and/or ESO process/function bank policies and regulations

• Deliver effective and engaging presentations to diverse audiences both virtually and in-person

• Identify measure monitor and control risk as part of daily business activities with a focus on specific risk types

• Experience and knowledge of line of business systems and tools necessary to assess and improve performance

• Strong collaboration and partnering skills; ability to work across functions and partners

• Prioritize tasks manage multiple responsibilities and effectively organize workflow

• Influence behavior through persuasion and positive reinforcement

• Excellent written and verbal communication skills

• Excellent attention to detail self-motivated and able to work with a high degree of independence

• Proficiency in using Microsoft Word Excel PowerPoint as well as technology needed to facilitate meetings and share documents with leaders and partners (Telepresence Webex SharePoint)

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: