Ops Proficiency Coach IBank of America

Ops Proficiency Coach I

Phoenix, Arizona

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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 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. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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 supporting frontline associates in building skills beyond initial training. Key responsibilities include leading activities and demonstrations to cover onboarding topics within the set timeline. Job expectations include partnering with managers to design action plans that improve performance, and when not onboarding, focusing on coaching, training, and skill development for in-role associates.

Consumer Wealth Tax Operations, a department within NFRR Tax Credit Reporting Operations (NTCO), is responsible for multiple tax related functions to support Internal Revenue Service (IRS) and State regulatory required tax reporting and withholding payments, on behalf of consumer and wealth clients within Merrill, Private Bank, Retirement & Personal Wealth Solutions and Investment Solutions Group.

Works individually with front line associates to build their professional proficiency standard skills acquired in training. Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the onboarding timeline. Collaborates with the management team to design successful action plans that improve overall performance. May assign and manage workflow during onboarding and cross-training in coordination with leadership. Will conduct case and call reviews to assess proficiency. Responsible for improvements in associate confidence and speed to proficiency. When not onboarding, focus is on cross-training and new initiatives for in role associates, including coaching, training, and performing quality reviews. Supports unit conformity to prescribed standard work processes and reduction of variability in the unit. Supports leadership with operational routines. Requires knowledge of LOB specific functions, systems, and tools.

Primary Job Responsibility

Create educational content and facilitate training to manage on-boarding, cross training and updates to the Enterprise or FLU processes

Conduct case and call reviews for OJT employees; responsible for improvements in associate confidence and speed to proficiency

May assign and manage workflow during onboarding in coordination with leadership

Works individually with associates to build their professional proficiency beyond standard skills acquired in training

Prepare and organizes activities/demonstrations to ensure all planned topics are covered according to the onboarding timeline

Collaborate with the management team to design successful action plans that improve overall performance

Participates in EQA Rebuttal review sessions to identify breaks in the procedures

Review of defect packages and submission of rebuttals

Manage the phone chat to answer questions

Review and resolve complaint cases >30 days

Participate in SME Content Validation

Coach/Train in role associates and assess performance to help enhance skill set

Assist with FLU workflow (i.e., Process Year-End reports)

Actively participate in Enterprise or FLU process updates/initiatives

Supports leadership with operational routines

Responsibilities:

• Provides coaching and works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training

• Walks the floor and joins group chats via Skype/Mattermost to assist associates with questions and escalations, as needed

• Supports site and team leaders with operational routines and supports unit business continuity on exception basis

• Works with Initiative & Platform management team on projects including technical solution development, Client Journey/Operational Excellence innovation, and operating model evolution

• Focuses on up-skilling and new initiatives for associates, including coaching, training, and assessing performance

• Monitors performance and behaviors of associates and communicates progress daily with business

Required Skills:

Strong verbal and written communication skills

Proficiency in PowerPoint and presentation skills

Comfortable with training and coaching to proficiency

Skilled in interpersonal and relationship building

Ability to assess opportunities/issues and escalate as appropriate

Able to leverage available resources to optimize performance

Enthusiastic, highly motivated self-started with a strong work ethic

2+ years of financial services experience

Desired Skills:

Knowledge of Consumer Tax processes

PowerPoint and Process Mapping 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

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

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

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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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Banks required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.

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