Credit Assistance Team Manager

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 leveraging the incumbent's significant credit assistance product and process knowledge, and coaching capabilities, to provide daily supervision and meet the team's performance and quality metrics.

Key responsibilities include understanding how other operational areas of the organization impact performance.

In this role, the Team Manager will lead a team of Proficiency Coaches within Credit Assistance. Understanding of the Credit Assistance business is critical, as the role centers around coaching associates on job quality.

You will lead a team of emerging leaders and will work in an environment that fosters and builds strong leadership, communication and performance.

Analyzing performance and presenting trends, opportunities and best demonstrated practices across Credit Assistance will be paramount.

Also you will work in conjunction with the Credit Assistance leadership team to ensure consistency and strong associate job quality.

Lastly, you will work with varying business partners including Call Delivery, Control as well as Academy teammates as necessary to drive the business forward.

Typically has 2+ years previous supervisory experience.

Responsibilities :

• Schedules and monitors workflow, provides coaching feedback, and resolves complex client issues
• Ensures compliance with federal laws and company guidelines in order to minimize losses and ensure legal compliance
• Leads division-wide projects that may include other team managers and individual contributors beyond direct reports
• Manages some Risk and Credit functions such as pre-charge-off, charge-off, or a lending function that impacts profitability as needed
• Inspects and evaluates employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results
• Drives key performance metrics with individuals and teams and builds foundational routines through identifying, coaching, and inspecting

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 two years of Leadership / Management experience in the financial industry
• Proven experience and ability to successfully achieve department goals
• Flexible to meet varying hours / days, when necessary
• Results driven and metrics focused
• Ability to motivate and drive results
• Strong written and verbal communication skills
• Advanced knowledge of Microsoft applications - Excel, PowerPoint, Outlook, etc.
• Demonstrated team player with the ability to work independently
• Strong organizational and leadership skills
• Excellent time management skills

Desired Qualifications :

• Knowledge of Credit Assistance business
• In depth understanding of Collections and Recovery Scoreboards and performance management
• Call center experience
• Reporting experience
• College degree
Skills :
• Coaching
• Coaching
• Customer Service Management
• Measurement Effectiveness
• Prioritization
• Talent Development
• Customer Experience Improvement
• Fiscal Responsibility
• Performance Management
• Presentation Skills
• Result Orientation
• Drives Engagement
• Executive Presence
• Inclusive Leadership
• Issue Management
• Recruiting

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

Shift :

1st shift (United States of America)

Hours Per Week :