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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This job is responsible for assisting and guiding employees in improving their performance in key efficiency, effectiveness, and quality metrics in the contact center. Key responsibilities include working closely with employees to identify strengths and opportunities for improvement, providing targeted coaching, and administering training to help enhance skills and progression towards achieving goals. Job expectations include performing a combination of one-on-one coaching sessions, group trainings, and providing ongoing support to foster continuous personal and team growth and development.

Required Qualifications:

· - 2-4 years of knowledge of Credit Assistance processes and systems

· - Team oriented and self-starter

· - Ability to multi-task and proven track record of working independently

· - Proven ability to achieve and sustain strong performance

· - Ability to adapt quickly to changes in the environment

· - Excellent verbal and written communication skills

· - Ability to work a flexible schedule to meet business needs

· - Coaching and/or training experience

·

Desired Qualifications:

· - Proven ability to effectively present to leaders at various levels

Schedule: Monday – Friday, 11:00am – 8:00pm

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
• Provides support and instruction in partnership with contact center leadership throughout new hire on-boarding and continuing education of employees within a Contact Center

Skills:

• Active Listening
• Attention to Detail
• Coaching
• Drives Engagement
• Oral Communications
• Adaptability
• Collaboration
• Data Collection and Entry
• Quality Assurance
• Written Communications
• Consulting
• Customer Experience Improvement
• Fiscal Responsibility
• Mentoring
• Prioritization

Shift:

Hours Per Week: