KYC Contact Center Proficiency Coach - Consumer AML Ops - Bilingual Spanish Required

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 a diverse and 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This role 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.

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.

Job Responsibilities:

• 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

• Addresses coaching opportunities from multiple sources.

• Brings awareness to general coaching trends via stretch assignments, Leadership Routines, and Team meetings

• Seeks to improve agent performance through 1:1 Coaching Sessions, Deskside Coaching, and schedules follow-ups to ensure feedback is being utilized

Required Skills:

• 2 + years previous experience coaching and teaching

• 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

• Strong communication skills

• Ability to work and complete tasks within a team environment

Skills:

• Proven results meeting or exceeding goal-oriented expectations

• Maintained a meets/meets or better on annual reviews for the last 3 years

• Excellent time management skills

• Self-motivated and motivational to others

• Strong Communications skills to include written, verbal, non-verbal, and active listening

• 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

• Business Operations Management

• Customer and Client Focus

• Drives Engagement

• Result Orientation

Minimum Education Requirement:

• High School Diploma / GED / Secondary School or equivalent 

Shift:

Hours Per Week: