Job Description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

The Life Services team is responsible for providing financial guidance for beneficiaries and executors going through the wealth transition process when our clients pass away. This job is responsible for activities related to a service or sales environment. Key responsibilities include coaching to provide optimal client experience, performance, and ensure proper call management in relation to the contact center strategy. Job expectations include ability to demonstrate judgement and discretion during independent decision making, conduct ongoing training as needed, molding the behavior and professionalism of all team members, and promote work unity improvements to current workflow processes.

Responsibilities:

• Coach, motivate and supervise teams as they develop client relationships through understanding needs and present enterprise solutions (Merrill and Bank of America)

• Deliver exceptional customer client experiences by resolving client escalations and influencing your team through example

• Sharpen focus on compliance and regulatory standards including but not limited to; actively managing risk - reviewing at risk client scenarios, communications and all facets of team activity to ensure responsible growth

• Monitor call volumes and service levels to identify trend in order to maximize efficiencies and make recommendations for improvements that impact client experience.

• Resolve all client issues that are elevated to supervisory level in addition to performing OMT functions as needed.

• Participate in leadership rotation across multiple teams within Merrill to gain perspective, exposure and insight to management career opportunities within Merrill

• Availability to provide coverage during weekends and/or extended hours as required to operate the business

• Oversees day-to-day operations and processes to foster an environment that promotes service excellence to customers

• Translates the organization's goals and strategies into employee metrics and goals, evaluate progress and provide feedback or intervention as needed to recognize, encourage, and improve individual performance

• Supports a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance

• Motivates others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes

• Builds upon employees’ existing skills and experiences while identifying new skills and opportunities to help achieve individual and organizational goals

Required Qualifications:

• Series 7, 66 and 9/10 is required

• Ability to understand investments and assist associates and clients with their financial needs

• Focus on building relationships with teammates

• Analytical ability with ability to manage multiple responsibilities and prioritize

• Strong communication skills (verbal, non-verbal, and written) and active listening skills

• Drive culture, leading a diverse client centric team

• Proven ability to manage risk - must utilize sound judgment to make business decision for shareholders and clients

• Must be client and associate focused

• Proven ability to coach and motivate others

• Lives the Bank of America Core Values: delivers for clients and shareholders, embraces the power of our people, acts responsibly and promotes opportunity

Desired Qualifications:

• Capable of effectively coaching and mentoring team to meet metrics

• Ability to effectively manage workload in a fast-paced environment

• Excellent interpersonal, leadership and oral/written communication skills

• Capable of multi-tasking and working efficiently under stress and high volume

• Strong organizational and teamwork skills

• Previous sales experience a plus

• Knowledge of Merrill Life Services processes and systems a plus

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.

Skills:

• Recruiting
• Relationship Building
• Sales Performance Management
• Sales Strategy
• Strategic Thinking
• Account Management
• Client Experience Branding
• Executive Presence
• Performance Management
• Talent Development
• Customer Experience Improvement
• Decision Making
• Drives Engagement
• Leadership Development
• Workforce Planning

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40