דרושים Telephone Banker - Inbound Call Center 1st 2nd Shift ב-Bank Of America ב-United States, Scranton

This job is responsible for overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include supporting continuous business improvements, reviewing operations procedures, implementing changes, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an awareness of foundational operations and familiarity in a specific product line.

Responsibilities:

• Support continuous business improvements, reviewing operations procedures, implementing changes, ensuring adherence to operations procedures,
• Providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager.
• Monitoring productivity and risk indicators
• Ensuring compliance with operational standards and serving as a liaison between associates and management.
• Monitor transactions for accuracy, adherence to procedures, and potential fraud or compliance concerns
• Resolves day-to-day problems and executes deliverables within the business unit
• Provides functional expertise knowledge to projects or initiatives relating to the business unit
• Manages team workload and provides general oversight and direction to team
• Maintains internal, operational, and financial controls and works within risk appetite of the business unit
• Reviews processes to ensure they are efficient and implements process improvement opportunities

Required Qualifications:

• Minimum of 1 year experience in Operations and/or Wire Payments

• Minimum of 1 year experience in leadership or equivalent experience

• Analytical and detail oriented.

• Communicates with impact; communicates effectively (both in writing and when speaking) using clear, concise and simple language

• Knowledge of Excel, Word, Outlook

• Ability to work independently, as well as, within a team.

• Overtime as required

• Schedule: 11pm to 8am

Desired Qualifications:

• Analytical, ability to compile reports and assist with strategic planning

• Experience with Operational Excellence

• Highly organized individual - Demonstrates a bias for action and a commitment to achieving sustainable results. Makes timely and fact based decisions

• Manages the risk reward trade off; follows the proper risk routines to get the right outcomes for the business.

• Demonstrates a commitment for continuous learning; challenges the status quo and is passionate and capable of driving change across the organization

• Team player attitude, enthusiasm and commitment

• Ability to prioritize, use own initiative and be flexible

• Ability to work under pressure, meet deadlines and navigate change

• Participates in projects as required

Skills:

• Attention to Detail
• Collaboration
• Customer Service Management
• Customer and Client Focus
• Fraud Management
• Active Listening
• Administrative Services
• Business Operations Management
• Data Collection and Entry
• Quality Assurance
• Client Management
• Coaching
• Performance Management

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

Responsibilities:

• Investigate Office of Foreign Assets Control (OFAC) alerts for both domestic and international consumer, commercial and wholesale bank businesses or services functions
• Reviewing and processing OFAC transactions to meet compliance requirements
• Performs item processing functions under moderate supervision within a process that has built-in checks and balances.
• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients.
• Basic level reporting
• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Required Qualifications:

• Previous Economic Sanctions or similar Compliance experience
• Ability to navigate through multiple systems while maintaining data integrity
• Analytical and detail oriented
• Good oral and written communications skills
• PC proficiency and excellent keyboarding/typing skills/data entry
• Ability to work independently, as well as, within a team
• Overtime as required
• Schedule isMon-Fri (Sunday night thru Thurs night)

Desired Qualifications:

• Wire payment knowledge
• College degree or equivalent work experience desired
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
• Excels in working among diverse viewpoints to determine the best path forward.
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

Skills:

• Attention to Detail
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Regulatory Compliance
• Written Communications
• Adaptability
• Business Acumen
• Continuous Improvement
• Critical Thinking
• Process Mapping
• Change Management
• Consulting
• Data Management
• Reporting
• Research

This job is responsible for connecting clients with the breadth of solutions that the bank offers to help achieve financial goals. Key responsibilities include balancing service requests and sales opportunities, providing subject matter expertise on financial solutions, asking clients probing questions to understand life and financial goals, and pairing new solutions and services to meet client needs.

Responsibilities:

• Works with clients to build and deepen relationships by uncovering financial needs and recommending the best products, services, and solutions to meet those needs
• Responds to customer inquiries and concerns, creating customized solutions
• Sells and fulfills banking products including checking and savings accounts, credit cards, Certificate of Deposits (CDs), Individual Retirement Accounts (IRAs), and loans
• Identifies client needs for licensed sales functions, making referrals to Line of Business partners
• Quotes rates, terms, and programs for banking solutions
• Manages risk in every business, product, and service transaction leveraging available tools

Skills:

• Attention to Detail
• Client Solutions Advisory
• Customer and Client Focus
• Interpret Relevant Laws, Rules, and Regulations
• Adaptability
• Client Experience Branding
• Customer Service Management
• Issue Management
• Problem Solving
• Active Listening
• Business Development
• Consulting
• Referral Identification
• Research

Required Qualifications:

• Displays passion, commitment, and drive to deliver an experience that improves our clients’ financial lives.
• Commitment to teamwork and the flexibility to work the schedule, including weekends and holidays.
• Ability to engage with clients and seek to understand their needs while actively sharing options using plain language, building rapport and handling objections, upselling and cross-selling.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning newtechnology/processes.
• Minimum of at least an intermediate level of proficiency with computers.
• Self-motivated with excellent organizational skills.
• Strong decision-making and problem-solving skills.

Desired Qualifications:

• Experience in the banking/financial industry.
• Experience working in a call center.
• Experience in retail sales.
• Experience upselling/cross-selling over the phone

Monday, Tuesday, Friday & Saturday 9 am - 8pm(4x10)

Monday, Tuesday, Friday, Saturday 7:55am -6:55pm (4x10)

Tuesday, Wednesday, Thursday, Friday 9am - 6:30pm and Saturday 9am-1pm

Monday thru Friday 11am- 8 pm(2nd shift)

Tuesday thru Saturday - 11am -8 pm(2nd shift)

High School Diploma / GED / Secondary School or equivalent

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

Responsibilities:

• Investigate Office of Foreign Assets Control (OFAC) alerts for both domestic and international consumer, commercial and wholesale bank businesses or services functions
• Reviewing and processing OFAC transactions to meet compliance requirements
• Performs item processing functions under moderate supervision within a process that has built-in checks and balances.
• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers/clients.
• Basic level reporting
• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Required Qualifications:

• Previous Economic Sanctions or similar Compliance experience
• Ability to navigate through multiple systems while maintaining data integrity
• Analytical and detail oriented
• Good oral and written communications skills
• PC proficiency and excellent keyboarding/typing skills/data entry
• Ability to work independently, as well as, within a team
• Overtime as required
• Schedule isMon-Fri (Sunday night thru Thurs night)

Desired Qualifications:

• Wire payment knowledge
• College degree or equivalent work experience desired
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
• Excels in working among diverse viewpoints to determine the best path forward.
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

Skills:

• Attention to Detail
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Regulatory Compliance
• Written Communications
• Adaptability
• Business Acumen
• Continuous Improvement
• Critical Thinking
• Process Mapping
• Change Management
• Consulting
• Data Management
• Reporting
• Research

This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Required Qualifications:

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology
• 1+ years of customer/client service experience, including experience handling difficult client situations

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity​​

High School Diploma / GED / Secondary School or equivalent

This job is responsible for leading a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting.

Responsibilities:

• Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals and strives to recognize, encourage, and improve team performance to support an inclusive work environment

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.

• Opportunity & 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 3 years supervisory experience
• Requires thorough operations knowledge of specific products/ services line managed, usually gained through operations experience.
• Forecast / manage staffing levels and capacities
• Performance management experience
• Strong attention to detail and problem solving skills
• Effective planning, time management and organizational skills
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

Desired Qualifications:

• Six Sigma
• Knowledge of Sanctions

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

Provides technical systems and software support for modification, implementation, or conversion of business systems. Translates business needs into technical requirements and ensures all systems support and conform to business needs and specifications. Acts as liaison between business unit and software, hardware developers and vendors. Proficient to work fairly independently on the most complex projects, and often on multiple phases. Working knowledge of business or function for which application or system is designed. Often responsible for the completion of a component of a project. Provides guidance and check the work of less experienced associates. IT degree preferred or substantially equivalent experience. Typically requires a minimum of 3-5 years of applicable experience.

Required Skills:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world
• Working knowledge of Trade products (Imports, Collections, Standby's, Open Accounts, and Supply Chain Finance) and applications.

Desired Skills:

• 3-5 years client service experience
• Ability to work independently on multiple complex issues