Bank of America Preferred Centralized Sales Team Manager - Chicago, IL in Chicago, Illinois

Job Description:

Job Description:

The role of the Preferred Centralized Sales Team Manager is to support the performance and development of up to 20 Preferred Centralized Sales Senior Agents(PCSSA). The primary role of the Preferred Centralized Sales Senior Agent (PCSSA) is to make clients aware of the breadth of services Bank of America offers to maximize their banking and investment relationships and achieve financial well-being. As part of the Preferred Banking & Investments line of business, these agents will act as the primary outbound contact center team for our most valuable consumer clients by placing outbound calls in support of new products and direct marketing to these clients. In addition, there is a potential for a client facing interactions within the banking center setting. In addition, they will take inbound calls in support of new products and direct marketing to these clients. PCSSAs will need to balance outbound and client facing sales/service calls/interactions 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. PCSSAs 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 PCSSA will accurately and efficiently transact service requests and provide fulfillment of some banking services and products. In addition, the PCSSA 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 PCS Team Manager 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 Team Manager responsible for these agents will report to the Unit Manager who will work closely with the Preferred Centralized Sales Manager to achieve target performance and campaign effectiveness.

Must have call center experience

Required Skills:

  • 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.

Experience Requirements

  • At least 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

  • Ability to operate successfully within a matrixed environment

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

Posting Date : 02/22/2018

Location :

Chicago, IL, FULLERTON AVE BC, 5200 W Fullerton Ave,

  • United States

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

Weekly Schedule : Schedule to be determined

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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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