Frontline Coaching & Proficiency Specialist

Bank of America; Phoenix (AZ); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Competitive Benefits

Training & Development

In-office culture

Job summary

Bank of America in Phoenix is seeking a dedicated coach/ trainer to guide frontline employees in achieving proficiency and delivering exceptional service. You will partner with team managers to coach behaviors, identify development needs, and drive faster progression toward mastery of core skills.

Responsibilities include handling escalated calls, ensuring compliance with bank policies, and supporting a culture of continuous improvement.

Qualifications

• Must have 2+ 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

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

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

Bank of America in Phoenix is seeking a dedicated coach/ trainer to guide frontline employees in achieving proficiency and delivering exceptional service. You will partner with team managers to coach behaviors, identify development needs, and drive faster progression toward mastery of core skills.

Responsibilities include handling escalated calls, ensuring compliance with bank policies, and supporting a culture of continuous improvement.