Ops Proficiency Coach jobs at Bank Of America in United States, Fort Worth

Job Description:

Job Description:
This job is responsible for handling moderately complex operations processes related to credit disputes, escalations and tax reporting. Key responsibilities include analysis, research, reconciliation, reporting data validation and resolution of issues and identified customer requests which may carry high levels of risk within enterprise risk categories. Job expectations include handling moderately complex transaction processing, reconciliation, and resolution of research requests to clients, consumer reporting agencies or taxing authorities, consulting with management for support.

This job is responsible for handling moderately complex operations processes related to Credit Disputes, Internal & Executive Escalations. Key responsibilities include analysis, research, reconciliation, reporting data validation and resolution of issues and identified customer requests which may carry high levels of risk within enterprise risk categories. Job expectations include handling moderately complex research & resolution requests to clients, consumer reporting agencies & consulting with management for support.
Responsibilities:
• Performs moderately complex activities supporting credit disputes, escalations, while following established written procedures and guidelines and ensuring accurate and timely delivery
• Researches and resolves moderately complex financial data requests or exceptions based on analysis of assembled data in an accurate and timely manner
• Identifies risk and opportunities for process improvement based on an understanding the work impacts other operational units and escalates risk concerns, as appropriate
• Provides quality service and support for clients & internal business partners

Responsibilities:

• Performs moderately complex activities supporting credit disputes, escalations, and tax reporting while following established written procedures and guidelines and ensuring accurate and timely delivery
• Researches and resolves moderately complex financial data requests or exceptions based on analysis of assembled data in an accurate and timely manner
• Performs routine analytics, report creation, and exception processing
• Identifies risk and opportunities for process improvement based on an understanding the work impacts other operational units and escalates risk concerns, as appropriate
• Provides quality service and support for internal business partners and external clients

Required Skills:

• Customer & Client Focus
• Able to communicate effectively to customers directly via phone/email
• Special Point of Contact/case ownership
• Attention to detail
• Strong analytical and problem solving skills
• Proficient in Microsoft Office products, strong Excel skills
• Team player who is self-directed and detail oriented
• Strong written and verbal communication skills
• Accurate and efficient data entry
• Ability to work cooperatively with various levels of associates (i.e.: operations, technology, peers, management, etc.) and embrace change with a positive approach
• Ability to prioritize multiple priorities with adherence to deadlines

Desired Skills:

• Credit Reporting Experience- Experian, Equifax, Trans Union, Innovis, CHEX/EWS, SBFE
• Experience with the following system- TSYS, RMS, BOSS, BASS, MSP, SWFT, CTR
• 1-2 years CTR experience
• 1-2 years customer service

Skills:

• Customer and Client Focus
• Oral Communications
• Written Communications
• Adaptability
• Attention to Detail
• Critical Thinking
• Problem Solving
• Active Listening
• Collaboration
• Result Orientation
• Stakeholder Management

Job Description:

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.

Individuals in this role are responsible for working individually with frontline associates to build their professional proficiency beyond standard skills acquired in training. Key responsibilities include preparing and organizing activities and demonstrations to ensure all planned topics are covered according to the onboarding timeline. They may assign and manage workflow during onboarding in coordination with site leadership. Individuals in this role collaborate with the management team to design successful action plans that improve overall performance, associate confidence and speed to proficiency. They may conduct file and call reviews. Additional responsibilities include supporting unit leaders with operational routines and business continuity. This role requires experience and knowledge of line of business-specific functions, systems and tools that are necessary to assess and improve performance as well as teaching and coaching 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

• Excellent interpersonal and communication skills
• Consumer Vehicle Lending, Mortgage background
• Comfortable interacting with Senior management, Furnishing/Disputes teams, Business Control partners, external FLU partners, and CRAs.
• Significant knowledge of Credit Reporting Operations
• Significant knowledge of the credit reporting disputes process
• Firm knowledge of the Fair Credit Reporting Act
• Proven ability to self-manage and meet service-level-agreement dates
• Proficient in Microsoft Office suite of products, with emphasis on beginning Excel and PowerPoint
• Highly organized, detail oriented, proactive, and able to multitask
• 2+ years of related credit reporting experience
Desired Skills:

• Experience with the following systems – MSP, BOSS, DM, DALS, DEFI, and IALS
• Firm knowledge of the Credit Reporting Resource Guide Metro 2 Form
• Credit Reporting Experience – Experian, Transunion, Equifax, Innovis
• Previous Credit Reporting Experience

High School Diploma / GED / Secondary School or equivalent