Consumer Coach - Fraud Servicing

Bank Of America; Phoenix (AZ); On-site; USD 42,000 - 60,000; Full time

Job summary

Bank of America is seeking a role to assist and guide employees with moderately complex research and analysis, delivering targeted coaching and training to help colleagues progress toward their goals.

The position involves coaching frontline staff, identifying development opportunities, and resolving escalated calls while adhering to regulations and internal controls. It requires strong communication, problem solving, and adaptability in a fast-paced environment.

Qualifications

• Moderately complex training and coaching responsibilities.
• Experience coaching frontline employees and identifying strengths.

Responsibilities

• Works individually and in small groups with frontline employees to build proficiency beyond training.
• Prepares, coaches, and reinforces desired team behaviors in partnership with team managers.
• Identifies improvements in employee development and increases speed to proficiency.
• Owns and resolves escalated customer calls.
• Complies with regulations and internal 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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role‑specific considerations.
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

• 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

• Must have 1+ years Contact Center Client Care Servicing Experience (Small Business, Retail, Fraud, Home loans etc.)
• Customer centric approach to problem resolution and proven results
• Strong results on call ownership & client satisfaction
• Effective communication skills, both written and verbal
• Ability to de‑escalate client situations and drive 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
• Must have the ability to work well under pressure

Desired Qualifications

• 1+ Year of Leadership experience- OJT coach, Proctor or Interim SCA
• 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.

Shift: 2nd shift (United States of America)

Hours Per Week: 40