Consumer Chat Team Manager- Advanced Client Solutions - Chandler

Job Description:

At Bank of America, were guided by a common purpose to help make financial lives better by connecting clients and communities to the resources they need to be successful. Every day we provide unmatched convenience by serving approximately 66 million consumer and small business clients. At Bank of America, we strive to be a bank for everyone. Like the people we serve, we come from every walk of life. We are proud of our inclusive culture because when you create a workplace where all employees can thrive, everyone benefits.

Responsible for the day-to-day operations of a team of sales associates. Plans, directs, supervises and evaluates workflow and performance. Coordinates work activities to achieve the volume expected to meet operational requirements. Recognizes and recommends operational improvements. Responsible for application of organizational policies and procedures. Will monitor performance of staff members according to established monitoring standards. Involved in hiring decisions and conducts performance appraisals.

The Advanced Client Solutions organization is a committed to the financial wellness of our clients through providing one-on-one advice and connecting them with solutions that help them achieve their financial goals. We’re looking for the next generation of Team Leaders to lead and manage our specialists who interact with our clients through phone, video, and digital chat. The role is ideal for those with a passion for leading and developing a team, driving a client-centric culture, and building a career in financial services.

As an Advanced Client Solutions Team Leader, you have responsibility for the day-to-day operations of a team of sales associates, including:
• Managing talent from hiring, coaching, and developing teammates
• Owning the clients experience through oversight of client interactions, escalations, etc.
• Evaluating and managing teammate performance and effectiveness
• Monitoring performance of staff members according to established monitoring standards
• Supervising adherence to organizational policies and procedures (by themselves and teammates)
• Recognizing and recommending operational improvements and relationship deepening

 Required skills:
• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
• Collaborates effectively to get things done, building, and nurturing strong relationships.
• Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives.
• Is confident in identifying solutions for clients based on their needs and can resolve problems independently or bring in others as needed.
• Communicates effectively and confidently and is comfortable engaging all clients.
• Has the ability to learn and adapt to new information and technology platforms.
• Applies strong critical thinking and problem-solving skills to meet client’s needs.
• Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
• Efficiently manages your time and capacity.
• Can manage complexity, prioritize tasks, delegate, and execute in a fast-paced environment.
• Can interpret performance results, find opportunities to drive success and hold others accountable to results.
• Can be flexible to work weekends and/or extended hours as needed.

Desired skills:
• 2+ years of demonstrated experience building, leading, managing, and coaching a team.
• Experience in financial services and knowledge of financial services industry, products, and solutions.
• Preferred experience in Advanced Client Solutions
• Experience working in an environment with individual and team goals where goals were routinely met or exceeded.

Schedule: Monday - Friday 7am - 7pm ( 5 - 8 hour shifts) Rotating Saturdays

Shift:

1st shift (United States of America)

Hours Per Week: 

40