Fulfillment 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 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.

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 coaching employees to improve and strengthen overall performance.

Retail Banking Coaches prepare, coach, and reinforce desired behaviors in partnership with Team Managers to help enhance skills and progression towards achieving goals.

The Retail Banking Coach collaborates closely with employees to identify strengths and opportunities for improvement, builds proficiency, and acts as a subject matter expert (SME) resource for new and existing specialist. Innovative coaching techniques and resources enable the Retail Banking Coach to inspire individuals and teams to reach their full potential leading to the sustainment of strong performance.

Responsibilities

Works individually with Fulfillment employees 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 employee confidence and speed to proficiency. When not on-boarding, focus is on up-skilling and new initiatives for in-role employees, including coaching, training, and assessing performance. Supports unit conformity to prescribed standard work processes and reduction of variability in the unit. Supports Site 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 with a working knowledge of the business.

Required qualifications:
- Team oriented and self-starter
- Ability to multi-task and proven track record of working independently
- Proven ability to achieve and sustain strong performance
- Ability to adapt quickly to changes in the environment
- Excellent verbal and written communication skills
- Ability to work a flexible schedule to meet business needs
- Coaching and/or training experience

- Strong attention to detail

- 1-2 years of knowledge of Credit Assistance Fulfillment processes and systems

Desired Qualifications:

- Proven ability to effectively present to leaders at various levels

- Multi-product knowledge (i.e. Deposit, Unsecured Card Products, CVL, etc.)

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

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

Shift:

Hours Per Week: