Sr Client Services Team Manager

4 weeks ago

Fort Worth, United States Bank of America Full time
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. 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 Description:
This job is responsible for managing overall team performance and building a culture of client experience, risk management, engagement, and development within the contact center. Key responsibilities include overseeing compliance, readiness, and execution of all employees in relation to the strategy, promoting workflow and process improvements, and resolving escalated client issues. Job expectations may include coaching employees to provide an optimal client experience, supervising day-to-day activities, conducting performance reviews, and overseeing team retention and satisfaction.

Responsibilities:

  • Executes a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
  • Analyzes data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
  • Manages escalated calls, conducts research on potential solutions, and resolves complex client issues
  • Manages employee readiness by overseeing completion of compliance training, providing effective coaching, and sharing constructive feedback to drive operational excellence
  • Manages competing priorities to optimize productivity and minimize variability in the quality of client experience delivery
  • Adheres to established policies, procedures, and standards when investigating and resolving a wide variety of issues and requests
  • Drives employee engagement and inclusion activities to improve client satisfaction
Managerial Responsibilities:

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.
  • Diversity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
  • Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
  • Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the "why" and connects contributions to business results.
  • Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
  • People Manager & Coach: Knows and develops team members through coaching and feedback.
  • Financial Steward: Manages expenses and demonstrates an owner's mindset.
  • Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
  • Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.
Required Qualifications:
  • Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients' financial lives
  • Fully understands how life events can impact a client's financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
  • Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
  • Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
  • Communicates effectively and confidently with all clients to make their financial lives better
  • Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objection
  • Comfortable receiving ongoing performance feedback and coaching
  • Ability to learn and adapt to new information and technology platforms
  • Minimum of an intermediate level of proficiency with computers and current technology
  • Minimum of 2 years of management experience managing a team of 15+ associates
Desired Qualifications:
  • 1+ years of experience in the banking/financial industry
  • 2+ years of experience working in a client service capacity
  • 3+ years of leadership experience
  • 1+ years call center experience
Skills:
  • Coaching
  • Customer Service Management
  • Customer and Client Focus
  • Issue Management
  • Performance Management
  • Active Listening
  • Decision Making
  • Drives Engagement
  • Inclusive Leadership
  • Problem Solving
  • Analytical Thinking
  • Hiring and Onboarding
  • Monitoring, Surveillance, and Testing
  • Process Performance Measurement
  • Risk Management


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

Shift:
2nd shift (United States of America)

Hours Per Week:
40

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