Consumer Coach - 2nd Shift

Bank of America; Tampa (FL); On-site; USD 36,000 - 60,000; Full time

Job summary

Bank of America in Tampa is seeking a Training Specialist to guide frontline employees through moderately complex research and analysis, identifying opportunities for improvement and coaching teammates to progress toward goals.

You will work closely with team managers to reinforce desired behaviors, resolve escalated calls, and ensure compliance with bank procedures and controls while delivering excellent customer service. Weekend and holiday work is required.

Qualifications

• Moderately complex coaching and training duties to improve employee performance.
• Provide targeted coaching and training to help employees progress.
• Identify strengths and opportunities for improvement for teammates.

Responsibilities

• Works with frontline employees to build proficiency beyond training.
• Coaches and reinforces desired behaviors with team managers to support retention.
• Identifies and assesses improvements to speed up proficiency and consistency.
• Owns and resolves escalated customer calls.
• Complies with regulations, procedures, and financial 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

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 towards 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

• Current Retail Fraud experience
• Consistently exceeds results as measured through the customer satisfaction survey
• Proven customer centric approach to problem solving based on first call resolution results as measured through the customer satisfaction survey and transfer reporting
• Effective communication skills, both written and verbal
• Ability to de-escalate client situations and drive client satisfaction; must have the ability to work well under pressure
• Strong results on call ownership & client satisfaction
• Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment
• Adapts well to an ever-changing environment
• Weekends and Holiday's required

Desired Qualifications

• 1+ Year of Leadership experience- OJT coach, Proctor or Interim CC
• Expertise with policies, procedures relative to the site designated skill groups

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.

Work Schedule Requirement (Subject to change based on availability and business needs)

• Sunday - Thursday (3:30pm-12:00am)
• Tuesday - Saturday (3:30pm - 12:00am)
• Monday, Tuesday, Friday, Saturday (12:00pm-11:00pm)

Shift

2nd shift (United States of America)

Hours Per Week

40