Job Description:
ABOUT US:
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!
JOB DESCRPTION:
National Service & Solutions is a specialized contact area within Global Operations supporting high risk and complex activities. The team is responsible for providing Consumer and Small Business Deposit product problem handling and escalation support for Financial Centers (FC), clients (internal and external) and third parties. Team Managers in NS&S are responsible for executing the LOB strategy and managing a team of 15-25 call center associates. May manage projects to drive efficiency, cost reductions, and improve client experience impacts throughout the business. May act as the subject matter expert on various projects and is able to handle multiple complex activities. Defines opportunities to meet associate and customer satisfaction goals within the team, and at the site level.
MANAGERIAL RESPONSIBILITIES:
REQUIRED QUALIFICATIONS:
DESIRED QUALIFICATIONS:
SKILLS:
• Issue Management
• Risk Management
• Customer Service Management
• Performance Management
• Customer and Client Focus
• Active Listening
• Business Acumen
• Coaching
• Conflict Management
• Research
• Business Continuity Management
• Quality Assurance
• Emotional Intelligence
• Problem Solving
Shift:
2nd shift (United States of America)Hours Per Week:
40Learn more about this role