Bilingual Ops Coach - Frontline Excellence

Bank of America; Newark (NJ); On-site; USD 50,000 - 70,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Coaching

Attention to Detail

Critical Thinking

Problem Solving

Quality Assurance

Customer Focus

Written Communications

Process Management

Risk Management

Team Engagement

Decision Making

Education

High School Diploma

Job description

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.