Retail Banking Team Manager – Small Business Servicing

Bank of America; Tampa (FL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading financial institution is seeking a Retail Banking Team Manager to oversee a contact center team in Tampa, Florida. This role involves coaching representatives, managing client interactions, and optimizing service delivery. Candidates should possess leadership experience in call centers and demonstrate strong performance management skills to foster an inclusive and effective team environment.

Qualifications

• 1+ years leadership in a call center is required.
• Strong interpersonal and communication skills are essential.
• Ability to engage clients and manage performance metrics.

Responsibilities

• Manage a team of client service representatives to achieve service goals.
• Lead training and development initiatives for team members.
• Analyze data to improve performance and client satisfaction.

Skills

Coaching

Customer Service Management

Performance Management

Decision Making

Risk Management

Analytical Thinking

Education

High School Diploma / GED / Secondary School or equivalent

Some College

Job description

Job Description:

LOB Job Description:

The Retail Banking Team Manager will manage an Inward Contact Center team of approximately 16-25 client service representatives (CSR’s) responsible for assisting clients with servicing inquiries. Coaches, trains, and develops CSR’s in addition to motivating and creating client-focused enthusiasm. May be required to lead other contact center initiatives to drive efficiency, cost reductions, and improve customer service impacts through the business. May act as the subject matter expert on various projects and is able to handle multiple simultaneous complex activities. Responsible for executing LOB strategy, managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends, and providing feedback and recommendations to site leadership. Ensures associates have the tools, training, and resources to deliver an optimal experience. Communicates process and procedural changes to meet production deadlines, enhance efficiency, and high-quality interactions while ensuring adherence to regulatory requirements. The Retail Banking Team Manager will oversee call volumes, staffing, and adherence to ensure service levels are met and exceeded. Accountable for driving the right behaviors to maximize performance, quality, productivity metrics as outlined by the department, and successful resolution of all client requests and for overall client satisfaction within the team. Ability to be innovative and forward thinking for process/design improvements. Must be able to work in a high-volume, high-capacity, and high execution environment.

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.

• Diversity & 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:

• 1+ years of Leadership and/or Management experience in a call center (i.e. OJT coach, Proctor or Interim RBC/TM)
• Commitment to excellent attendance and schedule flexibility to assist during varying hours/days and holidays for business needs
• Proven experience and ability to drive performance to successfully achieve department goals
• Ability to engage with clients -begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, handle objections, and de-escalate client situations
• Comfortable receiving and providing ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology
• Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment
• Accomplished leadership and coaching skills
• Strong interpersonal and "people" skills with proven ability to influence key stakeholders
• Extensive, professional communication skills, both verbal and written
• Self-motivated and able to work independently
• Accustomed to multi-tasking
• Demonstrated ability to solve problems and make decisions
• Adapts to ever-changing and fast paced environment
• Strong results on call ownership and client satisfaction
• Time Management
• Ability to have difficult and courageous conversations

Shift Hours:

Mon - Fri: 12:00pm - 9:00pm with 1-2 rotating Saturdays per month

Desired Qualifications:

• 1+ years of Small Business Servicing/Client Vehicle Servicing experience
• Knowledge of systems related to Small Business Servicing/Client Vehicle Servicing
• Thorough knowledge of credit card, deposit, and loans
• Strong focus on associate engagement
• Some College

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

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

For Internal Employees; Participation in a work from home posture does not make you ineligible to post.

Shift:

2nd shift (United States of America)

Hours Per Week:

40