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.
Want more jobs like this?
Get jobs in Scranton, PA delivered to your inbox every week.
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 analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.
Responsibilities:
- Works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training.
- Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline.
- Collaborates with the management team to design successful action plans that improve overall performance
- When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance
- Seeks to improve agent performance through 1:1 Coaching Sessions, Deskside Coaching, and schedules follow-ups to ensure feedback is being utilized
- May assign and manage workflow during on-boarding in coordination with site leadership. May conduct file and call reviews.
- Supports unit conformity to prescribed standard work processes and reduction of variability in the unit
- Leads implementation for products, services, and operational solutions
- Manages the design, documentation, implementation, and monitoring of new products and services
- Consults on procedural, technical, and operational changes
- Advances business products knowledge within operations environment
- Fosters relationships with partners and teammates
- Inspects data to identify issues and trends
- Presents reporting on key performance and implementation status
Required Qualifications:
- 2+ years experience in coaching and teaching
- Experience and knowledge of LOB specific functions, systems and tools that are necessary to assess and improve performance as well as teaching and coaching skills
- Strong communication skills
- Ability to work and complete tasks within a team environment
Desired Qualifications:
- Knowledge with any of the following software is a plus: WTX, ARIES, JIRA, Intix Applications, eTask, SWIFT
Skills:
- Attention to Detail
- Monitoring, Surveillance, and Testing
- Policies, Procedures, and Guidelines Management
- Regulatory Compliance
- Written Communications
- Adaptability
- Business Acumen
- Continuous Improvement
- Critical Thinking
- Process Mapping
- Change Management
- Consulting
- Data Management
- Reporting
- Research
Shift:
1st shift (United States of America)
Hours Per Week:
40