Bank Of America Consumer AML Ops KYC Contact Center Learning Facilitator 

United States, Arizona, Chandler 

341055650

Job Description:

Job Description:

This job is responsible for resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s). Key responsibilities include leading the design, development, and implementation of products, systems, processes, and services using discretion within the project management methodologies, with a focus on continuous improvement.

Responsible for training of frontline associates and leadership team. Prepares, enhances, organizes, and executes training to include new hire and ongoing education. Listens to calls, reviews performance reporting, and supports chat to identify knowledge gaps and training opportunities. Creates and manages knowledge checks and supports team meeting deck subjects. When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance. 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 1-3 years’ experience.

Responsibilities:

• Proven results, meeting or exceeding goal oriented expectations
• Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise
• Manages projects and direct activities of a team related to special initiatives
• Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives
• Builds relationships with business partners across various Lines of Business
• Manages and defines responsibilities and accountabilities for key program and projects

Skills:

• Critical Thinking
• Customer and Client Focus
• Decision Making
• Problem Solving
• Risk Management
• Adaptability
• Attention to Detail
• Collaboration
• Issue Management
• Analytical Thinking
• Oral Communications
• Presentation Skills

Requirements:

• 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 communication skills, to include written, verbal, non-verbal and active listening
• Great organization, including the ability to manage multiple tasks simultaneously

1st shift (United States of America)