Preferred Sales Core Team Manager - Chandler, AZ

Job Description:

The role of the Preferred Sales Core Team Manager is to support the performance and development of up to 20 Preferred Sales Specialists. These agents will be tasked with making clients aware of the breadth of services Bank of America offers to maximize their banking relationships and achieve financial well-being. As part of the Preferred Sales line of business, these agents will act as the primary inbound contact center team for our most valuable consumer clients. They will take inbound calls in support of new products and direct marketing to these clients. Sales agents will need to balance inbound and outbound service and sales calls in order and be able to show empathy, educate, provide awareness, answer detailed questions, and sell new products and services to clients to help them see how Bank of America can help them achieve their financial goals. Campaigns will include Welcome Calling, direct sales offers, external or internal event calling to prevent or mitigate potential client impact, service and retention calling. Also, the Sales agents will accurately and efficiently transact service requests and provide fulfillment of some banking services and products. In addition, the Sales Specialists will engage FSA partners in the Banking Center Channel and Merrill Edge Advisory Center inviting clients to speak with these partners for a customer review.

The Preferred Sales Specialists will be responsible for upholding Preferred Client Experience Standards and leverage effective partnerships with internal business partners including Banking Center teammates, Small Business Bankers, Mortgage Loan Officers, Financial Advisors, Customer Services & Solutions (CS&S) and Merrill Edge Advisory Center (MEAC). The Telephone Sales Leader will be responsible for these agents will report to the Site Sales Leader who will work closely with the Telephone Sales Leader to achieve target performance and campaign effectiveness.

Please Note:

  • Shift: 2nd
  • Schedule: Tuesday Saturday (Tue Fri: 1:00pm 9:00pm & Sat: 8:00am 5:00pm)

Required Skills/Experience:

  • Evaluate and manage the performance of highly skilled associates, ensuring superior treatment, needs assessment, and solutions recommendations to existing high asset, typically savvy banking clients.
  • Demonstrate strong business knowledge of opportunities for clients to expand business through integration with One Team specialist network and create connections with team to facilitate.
  • Proactively look for opportunities to improve Specialized Sales business model, through operational, process, or campaign means and work with leadership team to develop and implement solutions.
  • Meet all business and compliance deadlines to ensure proper controls are maintained in the unit.
  • Minimum of 2 years of sales and service leadership experience in a business that is customer relationship driven
  • Experience assessing performance and developing and executing improvement plans with superior results
  • Demonstrated ability to assess business performance and contribute toward solutions that impact the unit while balancing team productivity
  • Ability to communicate effectively with team and senior business leaders
  • Knowledge of banking (credit and deposit) products and services desired Sales and Service Management Experience
  • Proven leadership skills
  • Strong trust-building and teamwork competencies
  • Working knowledge of general bank policies, programs and procedures, financial practices
  • Crisp and candid communication style; confident and credible executive presence
  • Ability to influence with impact, build and leverage relationships to get needs met

Desired Skills

  • A true team player and collaborator, translating knowledge and experience into strong and productive relationships internally and externally
  • Demonstrates empathy and a sense of ownership, actively striving to make another s experience better.
  • Results oriented with proven track record of outstanding ability to motivate self to accomplish objectives: present oneself assertively, convincingly and with confidence to establish credibility and respect with others
  • Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic
  • Highly motivated self-starter, proactive, with intense focus on results.
  • Conveys a sense of urgency to achieve business goals and exceed expectations
  • Proven fast paced multitasking while delivering a seamless experience to the customer.
  • Ability to handle ambiguity and adapt to changing circumstances

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