Bilingual Operations Proficiency Coach I Newark DE

Bank of America; Newark (NJ); Vor Ort; USD 50.000 - 70.000; Vollzeit

Zusammenfassung

Bank of America is seeking a role dedicated to coaching frontline associates, building skills beyond initial training, and partnering with managers to design performance improvement plans. The position emphasizes on-the-floor support, coaching, and collaboration on initiatives to evolve operating models.

Responsibilities include guiding associates, joining group chats for assistance, and monitoring daily performance to ensure timely progress and operational reliability.

Qualifikationen

• Bilingual in Spanish and English required.
• Retail Credit Operations experience preferred.
• Credit assistance and collections experience preferred.
• Inbound/Outbound call center experience required.

Aufgaben

• Provides coaching to frontline associates to enhance performance beyond training.
• Walks the floor and assists with questions and escalations via collaboration tools.
• Supports site and team leaders with operational routines and continuity on exceptions.
• Collaborates on projects with Initiative & Platform management for solutions and process improvements.
• Focuses on up-skilling and implementing new initiatives for associates.
• Monitors performance and communicates progress daily to management.

Kenntnisse

Coaching

Attention to Detail

Critical Thinking

Problem Solving

Quality Assurance

Customer Focus

Written Communications

Process Management

Risk Management

Team Engagement

Decision Making

Ausbildung

High School Diploma

Jobbeschreibung

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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 frontline 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

Required Qualifications:

• Bilingual in Spanish and English


• Current Retail Credit Operations experience


• Credit Assistance and collections experience


• Inbound/Outbound call center experience

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

Minimum Education Requirement:

High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40