Ops Proficiency Coach I

94-1687665 Bank of America, National Association; Phoenix (AZ); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive benefits

Flexible benefits

In-office culture

Job summary

Bank of America Corporation is seeking an onboarding and training specialist to support frontline associates with onboarding, cross-training, and ongoing skill development. You will create educational content, facilitate demonstrations, and work with managers to improve performance through targeted action plans.

Located in the United States, this role emphasizes coaching, training, and quality reviews to ensure proficiency.

Qualifications

• Strong verbal and written communication skills.
• Proficiency in PowerPoint and presentation skills.
• Comfortable with training and coaching to proficiency.
• Able to build interpersonal relationships and teamwork.
• Ability to assess opportunities/issues and elevate as appropriate.
• Self-starter with a strong work ethic.

Responsibilities

• Create educational content and facilitate onboarding and cross-training.
• Conduct reviews to improve associate confidence and proficiency.
• Manage onboarding workflow in coordination with leadership.
• Coach and train in-role associates to exceed standard training.
• Organize activities and demonstrations per onboarding timeline.
• Collaborate with management to drive performance improvements.
• Review defect packages and assist with remedial actions.
• Support phone and chat interactions to answer questions.
• Monitor performance and daily progress with leadership.

Skills

Verbal communication

Written communication

PowerPoint skills

Presentation skills

Coaching

Interpersonal skills

Problem solving

Attention to detail

Risk management

Process management

Education

High School Diploma or equivalent

Tools

PowerPoint

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 supporting frontline associates in building skills beyond initial training. Key responsibilities include leading activities and demonstrations to cover onboarding topics within the set timeline. Job expectations include partnering with managers to design action plans that improve performance, and when not onboarding, focusing on coaching, training, and skill development for in‑role associates.

Consumer Wealth Tax Operations, a department within NFRR Tax Credit Reporting Operations (NTCO), is responsible for multiple tax related functions to support Internal Revenue Service (IRS) and State regulatory required tax reporting and withholding payments, on behalf of consumer and wealth clients within Merrill, Private Bank, Retirement & Personal Wealth Solutions and Investment Solutions Group. Works individually with front line associates to build their professional proficiency standard skills acquired in training. Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the onboarding timeline. Collaborates with the management team to design successful action plans that improve overall performance. May assign and manage workflow during onboarding and cross‑training in coordination with leadership. Will conduct case and call reviews to assess proficiency. Responsible for improvements in associate confidence and speed to proficiency. When not onboarding, focus is on cross‑training and new initiatives for in role associates, including coaching, training, and performing quality reviews. Supports unit conformity to prescribed standard work processes and reduction of variability in the unit. Supports leadership with operational routines. Requires knowledge of LOB specific functions, systems, and tools.

Primary Job Responsibility

• Create educational content and facilitate training to manage on-boarding, cross training and updates to the Enterprise or FLU processes
• Conduct case and call reviews for OJT employees; responsible for improvements in associate confidence and speed to proficiency
• May assign and manage workflow during onboarding in coordination with leadership
• Works individually with associates to build their professional proficiency beyond standard skills acquired in training
• Prepare and organizes 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
• Participates in EQA Rebuttal review sessions to identify breaks in the procedures
• Review of 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 help enhance skill set
• Assist with FLU workflow (i.e., Process Year-End reports)
• Actively participate in Enterprise or FLU process updates/initiatives
• Supports leadership with operational routines

Responsibilities:

• Provides coaching and works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training
• Walks the floor and joins group chats via Skype/Mattermost to assist associates with questions and escalations, as needed
• Supports site and team leaders with operational routines and supports unit business continuity on exception basis
• Works with Initiative & Platform management team on projects including technical solution development, Client Journey/Operational Excellence innovation, and operating model evolution
• Focuses on up‑skilling and new initiatives for associates, including coaching, training, and assessing performance
• Monitors performance and behaviors of associates and communicates progress daily with business

Required Skills:

• Strong verbal and written communication skills
• Proficiency in PowerPoint and presentation skills
• Comfortable with training and coaching to proficiency
• Skilled in interpersonal and relationship building
• Ability to assess opportunities/issues and elevate as appropriate
• Able to leverage available resources to simplify performance
• Enthusiastic, highly motivated self-started with a strong work ethic

Desired Skills:

• Knowledge of Consumer Tax processes
• PowerPoint and Process Mapping skills

Skills:

• Attention to Detail
• Coaching
• Critical Thinking
• Fraud Management
• Interpret Relevant Laws, Rules, and Regulations
• Problem Solving
• Process Management
• Quality Assurance
• Research
• Risk Management
• Business Operations Management
• Customer and Client Focus
• Drives Engagement
• Result Orientation
• Written Communications

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift: 1st shift (United States of America) Hours Per Week: 40

Privacy Statement: https://careers.bankofamerica.com/en-us/privacy-notice

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe. Pay Transparency: https://careers.bankofamerica.com/en-us/pay-transparency