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Fri Dec 8, 2017 - 5 weeks ago

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Financial Center Ops Mngr- OC West Market- Bolsa Magnolia FC- We

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Job Description:**


Financial center operations managers (FCOMs) play a critical leadership role in the financial center and are required to exercise discretion and independent judgment, as necessary. They are accountable for the operations of the financial center with oversight of functions that service the teller line, day-to-day policy and procedure adherence, and improvement of financial center performance. FCOMs also assume leadership responsibility for the financial center in the financial center manager's (FCM) absence and ensure that the FCM's directives are implemented.


**Primary Responsibilities**

**Risk and Operational Management**

oManage the financial center operations

oProvide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks

oIdentify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues

oEnsure that in the event of a new procedure, product or operational change, associates are informed and properly executing the change in compliance with regulations and policy

oTrack and manage service and operational performance metrics through monitoring of daily activities and reports; if necessary, develop, communicate and execute action plans to close gaps between goals and results

oEnsure day-to-day service and sales activities comply with standards for customer and operational excellence and meet regulatory compliance requirements

oEnsure associate and customer safety


**Customer Experience**

oEnsure a customer experience consistent with our brand

oEnsure customers/clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service and specialized needs are met; and help drive overall revenue growth.

oCapitalize on all referral opportunities to help customers obtain the full value of their Bank of America relationship

oLeverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve our customers with operational excellence and accuracy

oProvide a value-added customer experience that leads to improved satisfaction and sales

oHandle customer escalations in the absence of the FCM; ensure enterprise complaint tracking is executed


**Talent Management**

oOwn resource management for the financial center

oAssist associates in handling more complex transactions and resolving issues that require an in- depth understanding of regulatory compliance and policy and procedural knowledge

oCoach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transactions accuracy and customer engagement


**Required skills:**

- Proven results exceeding goals in a customer-centric, results-driven environment

- Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals

- Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction

- Strong financial and business acumen including experience interpreting reports to drive performance

- Proven record of balancing risk and making sound decisions while achieving business goals

- Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service

- Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results

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

- Proficiency in computer skills and professional programs (for example, Microsoft Office)

- Availability to work weekends and/or extended hours as required to run the business

**Desired skills:**

- Undergraduate degree

- Bilingual (fluent verbal and written)

- Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality


**Posting Date** : 12/06/2017


**Location** :

Westminster, CA, BOLSA, 8850 Bolsa Ave,

- United States


**Travel** : No


**Full / Part-time** : Full time


**Hours Per Week** : 40


**Shift** : 1st shift


**Weekly Schedule** : Monday- Saturday


**Assistance for Applicants with Disabilities**


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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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