Senior IT Operations Specialist
Savvy Wealth
MacOS
Consumer Coach – Client Protection Claims Operations
Bank of America
full-time
Posted on:
Location Type: Hybrid
Location: Lincoln • Arizona, New York, Rhode Island, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $26 - $36 per hour
Job Level
JuniorMid-Level
About the role
- Works individually and in small groups with frontline employees to build their professional proficiency beyond standard skills acquired during training
- Prepares, coaches, and reinforces desired team behaviors in partnership with team managers to support proficiency and retention of new-to-role employees
- Identifies and assesses improvements in employee development and increases speed to proficiency and consistency in demonstrating and performing the desired skills
- Owns and resolves escalated customer calls
- Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
- Focuses on overall performance and outlier management of tenured analyst, working directly with them as additional support for Team Manager
- Coaching to Proficiency for underperforming employees
- SME who provides on-the-spot coaching / Raise Your Hand Support
- Monitor & participate in team chat (if applicable)
- Understand outlier reporting to identify targeted coaching opportunities for select employees
- Partner closely with Ops Performance Manager and Performance Excellence team
- Provide feedback to Academy and Content Design if there are themes/gap identified post OJT
- Will work in a production role 4 hr+ per month to maintain skills/knowledge
- Can be flexible to work weekends and/or extended hours as needed
Requirements
- Minimum of 2 years experience in current Claims operation role
- Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
- Is able to multi-task, including researching information through multiple systems, and can consider the bigger picture with regard to client satisfaction, reputational and regulatory risk
- Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
- Strong attention to details with commitment to world class client care, effective work flows
- Is comfortable making outbound calls to clients in a high production focused environment.
- Excellent verbal and written communication skills and is comfortable engaging all clients.
- Has the ability to learn and adapt to new information and technology platforms.
- Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
- Efficiently manages your time and capacity.
- Strong knowledge in Microsoft Office (Excel, Outlook, Word)
- Strong organizational and time management skills
Benefits
- This role is currently benefits eligible.
- We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
analytical skillsproblem solvingmulti-taskingrisk mitigationclient satisfactionattention to detailoutbound callingtime managementMicrosoft Officecoaching
Soft skills
organizational skillscommunication skillsadaptabilitysense of urgencyclient careflexibilityteam collaborationperformance managementfeedback provisionproficiency coaching
