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About the Role

This role partners with Financial Center leadership to provide holistic oversight, coaching, and support for teammates responsible for inbound sales calls. Key responsibilities include onboarding, upskilling, and performance development, ensuring exceptional client care, operational excellence, and responsible growth. Job expectations include driving cross-channel communication, monitoring controls to reduce risk, and process improvement within the financial center channel to achieve expected client experience, call volume, and call handling expectations.

Responsibilities

Executes Line of Business (LOB) priorities and strategies by delivering on key initiatives, implementing process improvements and procedural changes to meet the needs of the business, and promoting a positive client experience.
Coaches and manages employees to deliver on key business priorities by performing inspections, action planning, and documentation.
Oversees employee readiness by tracking compliance training completion and supporting ongoing development in a fast-paced environment.
Drives key employee engagement and inclusion activities including hiring and retention, fosters an inclusive team environment, and supports talent mobility for career growth.
Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment.
Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures.
Partners daily with financial center teammates responsible for inbound calling to deliver the full suite of advice/coaching to assist with navigation as they are working to deliver excellent client care.
Directs management and development responsibilities including call listening, managing task schedule, action planning, and monitoring trends/issues/concerns.
Educates and continue upskilling of required technology.
Analyzes and address data from various sources to drive operational excellence and risk mitigation.

Requirements

Experience managing high volume client interaction.
Active listening, Coaching, Relationship Deepening Driven Management.
Ability to lead a large team of up to 20 indirect reports.
Proactively builds trusted relationships with key partners/clients.
Ability to be a change agent and work in a fast-paced environment.
Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results.
Exercises good judgment and experience to make timely and effective decisions.
Communicates effectively at all levels.
Communicates strategic business plans and tactical goals to team members.
Collaborates effectively to build and nurture strong relationships in a matrix environment.
Has the ability to learn and adapt to new information, technology platforms, handle ambiguity and adapt to changing circumstances.
Demonstrates effective time management skills and the ability to organize, prioritize and perform multiple tasks simultaneously.
Experience with risk mitigation, operational excellence and process management.
Current people management experience.
2+ years of people management experience.
Experience working in an environment with individual and/or team goals where goals were routinely met or exceeded.
Experience leading or supporting Advanced Client Solutions.
Financial Center experience.
Bilingual/Spanish.

Skills

Attention to Detail
Drives Engagement
Influence
Oral Communications
Result Orientation
Collaboration
Customer and Client Focus
Emotional Intelligence
Problem Solving
Talent Development
Adaptability
Critical Thinking
Executive Presence
Inclusive Leadership
Prioritization

Location

US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100)
US - MD - Bethesda - 7501 Wisconsin Ave (MD9983)
US - NJ - Jersey City - 525 Washington Blvd (NJ2525)
US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)
US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544)
US - VA - Richmond - 1111 E MAIN ST - BANK OF AMERICA CENTER (VA2300)

Work Type

1st shift
40 hours per week
Onsite (potential requirement)

Experience Level

2+ years of people management experience

Education Level

High School Diploma / GED / Secondary School or equivalent

Salary/Compensations

$82,000.00 - $114,100.00 annualized salary

Benefits

Discretionary incentive eligible
Eligible for annual discretionary award based on performance
Industry-leading benefits
Access to paid time off
Resources and support

About the Company

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.
We drive Responsible Growth and deliver for our clients, teammates, communities and shareholders every day.
Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth.
We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success.
We value the unique perspectives individuals bring from all backgrounds and career paths.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

Equal Opportunity

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.