Consumer Experience Team Lead

Bank of America; Richmond (VA); On-site; USD 78,000 - 107,000; Full time

Benefits offered by this job

Annual discretionary plan

Benefits package

Onsite work environment

Job summary

Bank of America is seeking a leadership-focused professional in Richmond, VA to manage a team, drive performance, and sustain excellent client interactions. The role emphasizes coaching, hiring, onboarding, and risk management within a compliant, high-volume environment.

Responsibilities include performance reviews, scheduling, and staff development to meet production deadlines while maintaining quality interactions with clients and adherence to regulatory requirements.

Qualifications

• 1+ Year of Leadership experience (OJT coach, Proctor or Interim CC).
• Proven ability to lead teams, manage performance and drive results.
• Excellent attendance, reliability and flexibility for weekends/holidays.

Responsibilities

• Oversee day-to-day team performance and drive operational excellence.
• Conduct performance reviews, hiring, onboarding and retention.
• Manage risk and ensure regulatory, procedural and quality controls.
• Lead real-time issue resolution and CI initiatives to raise output.
• Coach and develop associates to meet production deadlines and service standards.

Skills

Coaching

Customer Service

Client Focus

Issue Management

Performance Management

Active Listening

Decision Making

Inclusive Leadership

Talent Development

Analytical Thinking

Engagement

Hiring Onboarding

Process Metrics

Risk Management

Job description

Bank of America is seeking a leadership-focused professional in Richmond, VA to manage a team, drive performance, and sustain excellent client interactions. The role emphasizes coaching, hiring, onboarding, and risk management within a compliant, high-volume environment.

Responsibilities include performance reviews, scheduling, and staff development to meet production deadlines while maintaining quality interactions with clients and adherence to regulatory requirements.