KYC Contact Center Proficiency Coach I
3.
8 Addison, TX Addison, TX Full-time Full-time Estimated:
$46.
1K - $58.
4K a year Estimated:
$46.
1K - $58.
4K a year 5 days ago 5 days ago 5 days ago
Job Description:
ABOUT US:
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:
Works individually with frontline associates 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 associate confidence and speed to proficiency.
When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance.
Supports unit conformity to prescribed standard work processes and reduction of variability in the unit.
Supports Unit 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.
Responsibilities:
Addresses coaching opportunities from Quality Defects, CERT Dashboard, and the Defect Remediation SharePoint Proactively identifies coaching opportunities through call listening and reporting analysis Addresses coaching opportunities from Quality Defects, CERT Dashboard, and the Defect Remediation SharePoint Seeks to improve agent performance through 1:
1 Coaching Sessions, Deskside Coaching, and schedules follow-ups to ensure feedback is being utilized Brings awareness to general coaching trends via stretch assignments, Leadership Routines, and Team meetings Seeks to improve processes through the team, manager, directly with the process owner, or submission through OpEx/SIM on Flagscape or PI Tool REQUIRED SKILLS:
Proven results meeting or exceeding goal-oriented expectations Maintained a meets/meets or better on annual reviews for the last 3 years Self-motivated and motivational to others Great organization, including the ability to manage multiple tasks simultaneously Attention to Detail Coaching Critical Thinking Fraud Management Interpret Relevant Laws, Rules, and Regulations Problem Solving Process Management Quality Assurance Research Risk Management Written Communications Shift:
1st shift (United States of America) Hours Per Week:
40 Works individually with frontline associates 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 associate confidence and speed to proficiency.
When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance.
Supports unit conformity to prescribed standard work processes and reduction of variability in the unit.
Supports Unit 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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
8 Addison, TX Addison, TX Full-time Full-time Estimated:
$46.
1K - $58.
4K a year Estimated:
$46.
1K - $58.
4K a year 5 days ago 5 days ago 5 days ago
Job Description:
ABOUT US:
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:
Works individually with frontline associates 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 associate confidence and speed to proficiency.
When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance.
Supports unit conformity to prescribed standard work processes and reduction of variability in the unit.
Supports Unit 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.
Responsibilities:
Addresses coaching opportunities from Quality Defects, CERT Dashboard, and the Defect Remediation SharePoint Proactively identifies coaching opportunities through call listening and reporting analysis Addresses coaching opportunities from Quality Defects, CERT Dashboard, and the Defect Remediation SharePoint Seeks to improve agent performance through 1:
1 Coaching Sessions, Deskside Coaching, and schedules follow-ups to ensure feedback is being utilized Brings awareness to general coaching trends via stretch assignments, Leadership Routines, and Team meetings Seeks to improve processes through the team, manager, directly with the process owner, or submission through OpEx/SIM on Flagscape or PI Tool REQUIRED SKILLS:
Proven results meeting or exceeding goal-oriented expectations Maintained a meets/meets or better on annual reviews for the last 3 years Self-motivated and motivational to others Great organization, including the ability to manage multiple tasks simultaneously Attention to Detail Coaching Critical Thinking Fraud Management Interpret Relevant Laws, Rules, and Regulations Problem Solving Process Management Quality Assurance Research Risk Management Written Communications Shift:
1st shift (United States of America) Hours Per Week:
40 Works individually with frontline associates 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 associate confidence and speed to proficiency.
When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance.
Supports unit conformity to prescribed standard work processes and reduction of variability in the unit.
Supports Unit 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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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