Consumer Coach - Digital Fraud Claims

Bank of America; Phoenix (AZ); Hybrid; USD 65,000 - 85,000; Full time

Job summary

Bank of America is seeking a training-focused analyst to coach and guide employees through moderately complex research and analytics. You will identify strengths and improvement areas, deliver targeted coaching, and serve as a subject matter expert for teammates while supporting ongoing performance programs.

Role emphasizes accountability, collaboration, and maintaining skill proficiency in a fast-paced environment with flexible scheduling and potential weekend hours.

Qualifications

• 1 year+ Digital Fraud Claims experience
• Strong analytical and organizational skills
• Ability to multi-task across multiple systems
• Urgency, risk mitigation, and client experience focus
• Excellent written and verbal communication
• Ability to adapt to new information and platforms
• Follow processes and regulations in daily activities
• Efficient time and capacity management
• Experience with Excel/Outlook/Word
• Strong organizational skills.

Responsibilities

• Focus on performance and outlier management for tenured analysts with direct support from the Team Manager
• Coaching to Proficiency for underperforming employees
• Subject matter expert providing on-the-spot coaching and Raise Your Hand Support
• Monitor and participate in team chat
• Identify coaching opportunities from outlier reporting
• Partner with Ops Performance Manager and Performance Excellence team
• Provide feedback to Academy and Content Design on themes after OJT
• Work in production role 4+ hours per month to maintain skills
• Flexibility to work weekends and extended hours as needed

Skills

Coaching

Oral Communications

Problem Solving

Quality Assurance

Analytical Thinking

Attention to Detail

Customer and Client Focus

Influence

Relationship Building

Result Orientation

Microsoft Office

Tools

Microsoft Office

Job description

Aug 28, 2026

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 towards achieving goals. May also handle client calls.

Responsibilities

• Focuses on overall performance and outlier management of tenured analyst, working directly with them as additional support for Team Manager
• Coaching to Proficiency for underperforming employees
• SME who provides on-the-spot coaching / Raise Your Hand Support
• Monitor & participate in team chat (if applicable)
• Understand outlier reporting to identify targeted coaching opportunities for select employees
• Partner closely with Ops Performance Manager and Performance Excellence team
• Provide feedback to Academy and Content Design if there are themes/gap identified post OJT
• Will work in a production role 4 hours+per month to maintain skills/knowledge
• Can be flexible to work weekends and/or extended hours as needed

Required Qualifications

• 1 year+ Current Digital Fraud Claims experience
• Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
• Is able to multi-task, including researching information through multiple systems, in order to make decisions based on the data reviewed.
• Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
• Excellent written and verbal communication skills and is comfortable engaging all clients and make outbound calls.
• Has the ability to learn and adapt to new information and technology platforms.
• Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
• Efficiently manages your time and capacity.
• Strong knowledge in Microsoft Office (Excel, Outlook, Word)
• Strong organizational and time management skills

Desired Qualifications

• Experience working in an environment where both individual and team goals are met or exceeded routinely.
• Current experience in Claims Operations
• Prior coaching experience
• Critical and innovative thinking with ability to contribute to ideas and solutions to improve process, employee training content, and policy and procedure opportunities
• Understanding or knowledge of performance management measurements and methodology

Skills

• Coaching
• Oral Communications
• Problem Solving
• Quality Assurance
• Analytical Thinking
• Attention to Detail
• 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.

Bank of America is a global financial institution offering comprehensive banking, investment, and asset management services to individuals, businesses, and corporations.

Banking Credit Intermediation Financial Services

100 North Tryon Street, Charlotte, NC 28202, US 16001 Dallas Pkwy, Addison, TX 75001, US 3123 N Scottsdale Rd, Scottsdale, AZ 85251, US 135 S La Salle St, Chicago, IL 60603, US 500 W 7th St, Fort Worth, TX 76102, US 333 S Hope St, Los Angeles, CA 90071, US 7105 Corporate Dr, Plano, TX 75024, US 115 W 42nd St, New York, NY 10036, US