Onboarding & Proficiency Coach (Frontline Ops)

Bank of America; Phoenix (AZ); Presencial; USD 60.000 - 80.000; Jornada completa

Descripción de la vacante

Bank of America seeks a Training Specialist to support frontline onboarding and cross-training. You will design and deliver educational content, coach associates, and coach teams to improve performance and proficiency.

The role emphasizes collaboration with leadership, process updates, and quality reviews to ensure consistent training outcomes. The position requires strong communication, PowerPoint skills, and a proactive, self-motivated approach within the financial services context.

Formación

• Strong verbal and written communication skills.
• Proficiency in PowerPoint and presentation skills.
• Comfortable with training and coaching to proficiency.
• Interpersonal and relationship-building abilities.
• Ability to assess opportunities/issues and elevate as appropriate.
• Resourceful and self-motivated with a strong work ethic.
• 2+ years of financial services experience.

Responsabilidades

• Create educational content and facilitate training to manage onboarding, cross training and updates to the Enterprise or FLU processes.
• Conduct case and call reviews for OJT employees; improve confidence and speed to proficiency.
• May assign and manage workflow during onboarding in coordination with leadership.
• Work with associates to build their professional proficiency beyond standard skills acquired in training.
• Prepare and organize activities/demonstrations to ensure all planned topics are covered according to the onboarding timeline.
• Collaborate with the management team to design successful action plans that improve overall performance.
• Participate in EQA Rebuttal review sessions to identify breaks in the procedures.
• Review defect packages and submission of rebuttals.
• Manage the phone/chat to answer questions.
• Review and resolve complaint cases >30 days.
• Participate in SME Content Validation.
• Coach/Train in-role associates and assess performance to enhance skill set.

Conocimientos

Communication

PowerPoint

Coaching

Relationship building

Problem solving

Self-motivation

Financial services experience

Educación

High School Diploma / GED

Herramientas

PowerPoint

Skype

Mattermost

Descripción del empleo

Bank of America seeks a Training Specialist to support frontline onboarding and cross-training. You will design and deliver educational content, coach associates, and coach teams to improve performance and proficiency.

The role emphasizes collaboration with leadership, process updates, and quality reviews to ensure consistent training outcomes. The position requires strong communication, PowerPoint skills, and a proactive, self-motivated approach within the financial services context.