Consumer Coach

Bank Of America; Fort Worth (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Bank of America is seeking a leader-focused coach to guide frontline employees toward higher proficiency and stronger customer service. This role involves coaching individuals and small groups, reinforcing effective behaviors, and collaborating with managers to accelerate skill development.

The position requires the ability to resolve escalated calls, adhere to regulatory and procedural standards, and maintain reliable attendance, including weekends and holidays. Onsite scheduling may apply.

Qualifications

• 1+ Year of Leadership experience (OJT coach, Proctor or Interim CC)
• Strong interpersonal and communication skills
• Ability to coach, mentor, and deliver targeted training
• Commitment to reliable attendance including weekends and holidays
• Ability to handle escalated calls and adapt to changing priorities
• Proficient with computers and current technology

Responsibilities

• Works individually and in small groups with frontline employees to build proficiency
• Prepares and reinforces team behaviors in partnership with managers
• Identifies opportunities to improve development speed and proficiency
• Owns and resolves escalated customer calls
• Adheres to bank procedures, regulations and controls

Skills

Coaching

Mentoring

Oral Communications

Problem Solving

Quality Assurance

Active Listening

Analytical Thinking

Attention to Detail

Collaboration

Risk Management

Adaptability

Customer and Client Focus

Influence

Relationship Building

Result Orientation

Job description

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 assisting and guiding employees with moderately complex research and analysis. Key responsibilities include working closely with employees to identify strengths and opportunities for improvement, building proficiency, and acting as a subject matter expert resource for teammates. Job expectations include providing targeted coaching and administering training to help enhance skills and progression toward achieving goals. May also handle client calls.

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

Required Qualifications

• 1+ Year of Leadership experience- OJT coach, Proctor or Interim CC
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objection
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology
• Must be flexible with schedule and shift including weekends/holidays

Desired Qualifications

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity
• 3+ years of leadership experience

Skills

• Coaching
• Mentoring
• Oral Communications
• Problem Solving
• Quality Assurance
• Active Listening
• Analytical Thinking
• Attention to Detail
• Collaboration
• Risk Management
• Adaptability
• Customer and Client Focus
• Influence
• Relationship Building
• Result Orientation

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

Shift

2nd shift (United States of America)

Hours Per Week

40