Bank of America Investment Center Team Manager in Rolling Meadows, Illinois

Job Description:

The Investment Center is a multi-site service center located in Lincoln, RI, Hopewell, NJ, Chandler, Jacksonville, FL, Hunt Valley, MD, and Rolling Meadows, Il; and is the primary service provider for the Merrill Edge self-directed clients. The goal of the Investment Center is to provide a superior level of service all to Merrill Edge clients, supporting phone and online service and trade inquiries, education on products and offerings, and guidance on resources within the self directed accounts. The Team Manager is a key role in Merrill Edge Client Services, leading our front line associates to provide exceptional service to our over 1.4M clients. Team managers are responsible for the day to day performance of the call center teams, monitoring and providing coaching and motivation to associates to ensure they provide clients with a positive experience with the IC. This role will identify, develop and implement solutions and strategies that will leverage resources to streamline internal operations while improving customer satisfaction levels. Responsible for providing the leadership needed to ensure that the team provides a high level of customer satisfaction while meeting all departmental goals, ensuring risk mitigation through proper supervision and compliance to policies and procedures.

RESPONSIBILITIES

• Manages a team of Investment Center Financial Service Representatives. Responsible for driving measurable performance and meeting departmental goals, while adhering to HR policies and procedures.

• Motivates and develops all registered and unregistered associates through leading by example and adhering to the Bank of America Core Values

• Coaching for inbound and outbound service to sales/deepening, acquisition and retention

• Maintains productivity and adherence levels to ensure timely client response. Identifies trends in order to maximize efficiencies, manage risk/minimize exposure, and make recommendations for improvement

• Resolves escalated issues and offers solutions to client inquiries by leveraging all available resources.

• Participate in planning of strategic initiatives to drive growth of the business and production efficiency.

• Partners with department leadership and supporting lines of business to improve processes that impact both the client and associate experience. Initiates process improvements and follows through to resolution

• Monitors compliance exposure to minimize risk to the client and the firm. Responsible for compliance and supervision related matters, including proper team compliance to policies and procedures.

KNOWLEDGE AND SKILLS:

• Proven ability to coach and motivate others

• Demonstrated leadership abilities.

• Demonstrated initiative in gaining knowledge and participating in departmental projects.

• Demonstrates excellence and “above and beyond” customer service attitude consistently in each customer service contact.

• Excellent communication and written skills

• Ability to adjust rapidly to changing demands and priorities

• Detailed understanding of equity and option trading.

• Outstanding problem resolution and training skills.

• Must use sound judgment and able to make good business decisions for shareholders and clients

• Ability to proactively initiate and support initiatives, which uphold all core values..

Required Skills

Series 7, 63/66

•Ability to attain the 9/10 within 120 days

2+ years of leadership experience

Ability to exercise sound judgement and independent decision making skills

Positive and professional attitude

Ability to work flexible shift assignments

Ability to develop and maintain business relationships

Desired Skills

Contact center environment experience

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

•Knowledge of Merrill Lynch, Bank of America, or Merrill Edge systems and clients a plus

• Proven ability to coach and motivate others

• Demonstrated leadership abilities.

• Demonstrated initiative in gaining knowledge and participating in departmental projects.

• Demonstrates excellence and “above and beyond” customer service attitude consistently in each customer service contact.

• Excellent communication and written skills

• Ability to adjust rapidly to changing demands and priorities

• Detailed understanding of equity and option trading.

• Outstanding problem resolution and training skills.

• Must use sound judgment and able to make good business decisions for shareholders and clients

• Ability to proactively initiate and support initiatives, which uphold all core values..

Relocation assistance may be provided

Posting Date : 10/12/2017

Location :

Rolling Meadows, IL, 1600 Golf Rd (IL3511),

  • United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

Weekly Schedule : Various- with possibility of 4X10 schedule to include Sunday

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Diversity & Inclusion

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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