Consumer Team Manager - ATM Debit BDR Claims

Bank of America; Phoenix (AZ); On-site; USD 75,000 - 110,000; Full time

Job summary

Bank of America in Phoenix is seeking a Claims Team Manager to lead day-to-day operations, drive performance, and ensure a strong client experience. You will coach staff, optimize throughput, and uphold regulatory requirements.

This in-office role emphasizes inclusion, collaboration, and career development within a large financial services organization. 40 hours per week, 1st shift, with potential onsite adjustments as needed.

Qualifications

• Minimum of one year of Claims or Claims initiation experience.
• Ability to positively influence, lead, or support peers and teams in achieving objectives and delivering a strong client experience.
• Experience coaching, mentoring, training, or developing others through feedback and performance support.
• Proven ability to drive results and manage multiple priorities in a fast-paced environment.
• Strong problem-solving and decision-making skills.
• Ability to build partnerships across teams with diverse stakeholders.
• Excellent written and verbal communication skills.
• Highly organized and detail-oriented.
• Proficiency in Microsoft Excel and Word.

Responsibilities

• Drives team to reduce performance variability and achieve peak performance metrics in a high-volume environment.
• Addresses real-time needs of team and participates in initiatives to drive consistency across the business.
• Hires, retains, and coaches employees to meet production deadlines and deliver high quality interactions.
• Identifies and manages employee or business risk and escalates appropriately.
• Complies with industry regulations and financial controls.

Skills

Coaching

Customer Service Management

Customer and Client Focus

Issue Management

Performance Management

Active Listening

Decision Making

Inclusive Leadership

Talent Development

Analytical Thinking

Drives Engagement

Hiring and Onboarding

Process Performance Measurement

Risk Management

Tools

Excel

Word

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 managing overall team performance. Key responsibilities include overseeing day‑to‑day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention.

Responsibilities

• Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment
• Addresses real‑time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business
• Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements
• Identifies and manages employee or business risk and escalates through the appropriate channels
• Complies with industry regulations, bank procedures, integrity levels of the department’s system, and financial controls

Managerial Responsibilities

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the why and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on‑boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications

• Minimum of one year of Claims or Claims initiation experience
• Demonstrated ability to positively influence, lead, guide, or support peers and teams in achieving business objectives and delivering a strong client experience.
• Experience coaching, mentoring, training, or developing others through knowledge sharing, feedback, and performance support.
• Proven ability to drive results, assume ownership of responsibilities, and effectively manage multiple priorities in a fast‑paced environment.
• Strong problem‑solving and decision‑making skills, with the ability to identify issues, collaborate on solutions, and execute effectively.
• Ability to build strong partnerships across teams and work effectively with diverse stakeholders to achieve desired outcomes.
• Excellent written and verbal communication skills, with the ability to communicate expectations clearly.
• Highly organized and detail‑oriented, with a commitment to accuracy.
• Strong work ethic and commitment to Bank of America’s Core Values.
• Proficiency in Microsoft Excel and Word.

Desired Qualifications

• Experience in a people‑management, leadership, or operational support role, such as Coach or OSL.
• 2 years supervisory experience in a production based environment
• ATM Debit background
• Fraud Detection Experience
• Experience with reporting, data analysis

Skills

• Coaching
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Performance Management
• Active Listening
• Decision Making
• Inclusive Leadership
• Talent Development
• Analytical Thinking
• Drives Engagement
• Hiring and Onboarding
• Process Performance Measurement
• Risk Management

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

1st shift (United States of America)

Hours Per Week

40