Client Services Team Manager -2nd Shift-Phoenix, AZ

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 a team of Client Service Representatives (CSRs). Key responsibilities include ensuring CSRs have the coaching, tools, training and resources to deliver an optimal client experience, managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends, and providing feedback and recommendations to leadership. Job expectations include conducting performance reviews, managing attendance and ensuring staffing levels and being accountable for team performance results, retention, and engagement.

Responsibilities:

• Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment

• Addresses real-time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business

• Executes service level agreements as applicable and manages relationships with business partners to optimize resources

• Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements

• Identifies and manages employee or business risk and escalates through the appropriate channels

• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

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:

• Minimum of 1 year of Leadership experience in the financial industry (including Coaching, Mentoring, Proctoring New Hire Classes/OJT)

• Excellent written and oral communication skills

• Works well independently

• Strong ownership skills

• Ability to manage multiple functions while managing and motivating the efforts of others

• Ability to develop associates to achieve optimal performance results

• Attention to detail with excellent organizational skills

• Demonstrated ability to solve problems and make decisions

• Flexible and adaptable with good time management skills

• Ability to lead projects and continually utilize independent judgment

• Must be flexible with schedule and shift (including weekends and holidays)

• Ability to handle ambiguity and adapt to changing circumstances

• Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic

Must be able to work 2nd Shift

3:30pm-12am Schedule

Must be flexible on days/hours

Desired Qualifications:

• Minimum of 1-2 years call center experience

• Proficiency in Microsoft Excel, PowerPoint and Word

• 2 years Fraud experience a plus

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: Null

Shift:

2nd shift (United States of America)

Hours Per Week: 

40