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Chandler, Arizona, United States
Onsite
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!
Working in a retail sales/service environment, the Merrill Registered Team Manager - Premium is responsible for coaching/supervising a team of Investment Consultants with respect to prospecting, client acquisition, servicing and client deepening. Responsibilities of this role include: Supervision of day-to-day activities, ensuring a consistent client experience and continuously improving client satisfaction, conversion and retention; perform monthly performance reviews and provide constructive feedback; work with the Segment Manager in the hiring and training of new personnel; assist with ongoing product and sales training; ensure the schedule adherence and proper call management in relation the contact center strategy; promote work unit improvements to current workflow processes and resolve all client issues that are elevated to supervisory level. Licensing requirements are as follows: Series 7, 66, 9 and 10 or their equivalent. This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in disciplinary action up to and including termination.
The Merrill Registered Team Manager plays a key role. The role is responsible for leading teams of Premium associates to provide exceptional service to over 200K valued clients. Team managers supervise the day-to-day performance of the teams, monitoring and coaching associates to ensure they provide clients with a high level of service / sales while conducting all oversight related to their licensed activities. This individual will be responsible for coaching and driving efficiencies across the team of Premium associates to optimize overall performance including call campaign management. The Team Manager will partner with various teams to implement and deliver on customized training plans for relationship management, sales execution, first call resolution, call quality, advanced trade and margin strategies. In addition, through client deepening and relationship management tactics, teams will be focused on growing the Premium client segment through proactive call campaigns and retention strategies.
Goals & Objectives:
• Manages a team of Premium associates
• Monitors call levels and trends in order to maximize efficiencies, manage risk/minimize exposure, and makes recommendations for improvement
• Responsible for coaching Series 7/66 licensed associates to improve client satisfaction and retention levels, productivity, and relationship deepening
• Identifies opportunities to drive new business, generate sales and grow the Premium client base through direct associate development
• Resolves escalated issues and offers to solutions to client requests
• May work with management teammates to improve processes that impact both the Premium client and associate experience. Initiates process improvements and sees them through to resolution.
• Ensures complete and efficient client interactions
Required Qualifications:
• Series 7, 66 and 9/10 is required (or their equivalent)
• Minimum 2 - 3 years leadership experience
• 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 sales / service 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
• Robust demonstration of trading strategies
• In depth understanding of margin and day trade and option strategies
• Knowledge of the Enterprise platforms to support all Premium client needs (US Trust, BAC, Advisory)
Enterprise Job Description:
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:
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.
Skills:
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Shift:
1st shift (United States of America)Hours Per Week:
40