Ops Proficiency Coach I

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 a diverse and 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:
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. May assign and manage workflow during on-boarding in coordination with site leadership. May conduct file and call reviews. Responsible for improvements in associate confidence and speed to proficiency. When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance. Supports unit conformity to prescribed standard work processes and reduction of variability in the unit. Supports Unit leader with operational routines and supports unit business continuity. Requires 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. Typically will have more than 2-4 years experience.

Individuals in this role are responsible for working individually with frontline associates to build their professional proficiency beyond standard skills acquired in training. Key responsibilities include preparing and organizing activities and demonstrations to ensure all planned topics are covered according to the onboarding timeline. They may assign and manage workflow during onboarding in coordination with site leadership. Individuals in this role collaborate with the management team to design successful action plans that improve overall performance, associate confidence and speed to proficiency. They may conduct file and call reviews. Additional responsibilities include supporting unit leaders with operational routines and business continuity. This role requires experience and knowledge of line of business-specific functions, systems and tools that are necessary to assess and improve performance as well as teaching and coaching skills.

Skills:

• Attention to Detail
• Coaching
• Critical Thinking
• Fraud Management
• Interpret Relevant Laws, Rules, and Regulations
• Problem Solving
• Process Management
• Quality Assurance
• Research
• Risk Management
• Business Operations Management
• Customer and Client Focus
• Drives Engagement
• Result Orientation
• Written Communications

Required Skills:

• Excellent interpersonal and communication skills
• Consumer Vehicle Lending, Mortgage background
• Comfortable interacting with Senior management, Furnishing/Disputes teams, Business Control partners, external FLU partners, and CRAs.
• Significant knowledge of Credit Reporting Operations
• Significant knowledge of the credit reporting disputes process
• Firm knowledge of the Fair Credit Reporting Act
• Proven ability to self-manage and meet service-level-agreement dates
• Proficient in Microsoft Office suite of products, with emphasis on beginning Excel and PowerPoint
• Highly organized, detail oriented, proactive, and able to multitask
• 2+ years of related credit reporting experience

Desired Skills:

• Experience with the following systems – MSP, BOSS, DM, DALS, DEFI, and IALS
• Firm knowledge of the Credit Reporting Resource Guide Metro 2 Form
• Credit Reporting Experience – Experian, Transunion, Equifax, Innovis
• Previous Credit Reporting Experience

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

Shift:

Hours Per Week: