Treasury F&S Sr Advisor (GBAM Ops)

1687665 Bank of America, National Association
Brea, California, United States
Competitive salary
23 Feb 2021
25 Feb 2021
Job role
Job Description:

Line of Business Role Description

This position is for a lead within Global Commercial Card in which one would coach, train, and develop advisors. May be required to be only leader on site (on weekends) and take on initiatives to drive efficiency, cost reductions and improve the client experience throughout the business. May act as subject-matter-expert in onboarding and training and is able to handle multiple simultaneous complex activities. Must be able to work in a high-volume, high-execution and high-capacity environment. Responsible for executing support to the managers, executing LOB strategy, managing escalated calls, researching and resolving complex client issues, analyzing data, identifying trends and providing feedback and recommendations to leadership. Executes service level agreements and manages relationships with business partners. Implements process and procedural changes to meet production deadlines, enhance efficiency and high quality interactions while ensuring adherence to regulatory requirements. Ensures associates have the tools, training and resources to deliver an optimal experience. Responsible for identifying and addressing risk issues. Accountable for the successful resolution of all client requests and for overall client satisfaction within the team. Defines opportunities to meet associate and customer satisfaction goals within the team and at the site level including: Coaching/Mentoring Band 6 advisors, championing employee satisfaction and engagement work streams, and escalating customer or employee issues. Reports directly to a CCHS Team Manager.

Required Skills
  • Recent leadership or coaching experience
  • Ability to provide a positive customer experience through creative solutions.
  • Ability to work flexible hours. Our site is open 24x7 and leadership coverage may be needed at any time. Weekend rotation required.
  • Comfortable with ongoing change and learning new technology/processes.
  • Comfortable providing ongoing performance feedback and coaching
  • A minimum of 1 year experience with servicing credit card products.
  • A minimum of 1 - 2 years of experience in financial industry.
  • A minimum of 1 - 3 years of experience in working in customer relations.
  • A minimum of 1 - 2 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detained written procedure.

3rd shift (United States of America)

Hours Per Week: