Retail Banking Coach

Bank of America; Newark (NJ); On-site; USD 45,000 - 60,000; Full time

Job summary

Bank of America seeks a dedicated individual to assist and guide team members through coaching and professional development in a contact center environment. The role involves enhancing employee proficiency, handling customer escalations, and supporting compliance with industry standards while fostering an inclusive workplace culture.

Qualifications

• 1+ years of Contact Center Experience required.
• Strong customer centric approach with proven results.
• Effective communication skills both written and verbal required.

Responsibilities

• Coaching and reinforcing team behaviors with frontline employees.
• Handling escalated customer calls.
• Complying with industry regulations and financial controls.

Skills

Coaching

Oral Communications

Problem Solving

Quality Assurance

Analytical Thinking

Attention to Detail

Customer and Client Focus

Influence

Relationship Building

Result Orientation

Job description

time left to apply End Date: June 24, 2025 (5 days left to apply)

job requisition id 25025183

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 assisting and guiding employees with moderately complex research and analysis. Key responsibilities include working closely with employees to identify strengths and opportunities for improvement, building proficiency, and acting as a subject matter expert resource for teammates. Job expectations include providing targeted coaching and administering training to help enhance skills and progression towards achieving goals. May also handle client calls.

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

Required Qualifications:

1+ years of Contact Center Experience

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

Desired Qualifications:

1+ Year of Leadership experience- OJT coach, Proctor or Interim RBC.

Expertise with policies, procedures relative to the site designated skill groups

Skills:

Coaching

Oral Communications

Problem Solving

Quality Assurance

Analytical Thinking

Attention to Detail

Customer and Client Focus

Influence

Relationship Building

Result Orientation

Schedule: Monday-Friday 8am-5pm ET with rotating Saturdays and/or Sundays. Candidate must be flexible with their schedule to cover business needs.