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!
Job Description
This job is responsible for managing overall team performance for the Consumer Card Risk Detection Escalation Unit. The position leads a team responsible for evaluating complex, high-risk, and sensitive Consumer Card cases that require elevated review, sound judgment, and timely resolution. Key responsibilities include overseeing day-to-day case management, ensuring consistent application of procedures and escalation protocols, providing guidance on complex account decisions, and supporting effective risk-mitigation actions.
Additional responsibilities include monitoring case quality, productivity, service levels, documentation, and adherence to established controls; identifying emerging risks and process gaps; and partnering with Risk Detection leadership and key stakeholders to resolve escalated issues and drive operational improvements. Job expectations also include conducting performance reviews, hiring and onboarding employees, coaching and developing team members, supporting employee engagement and retention, and maintaining appropriate staffing and workload coverage.
Responsibilities:
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results
Leads and encourages the identification, escalation and resolution of potential risks
Manages expenses and demonstrates an owner’s mindset
Recruits, on-boards and develops talent, and supports talent mobility for career growth, and creates an inclusive team where members are treated fairly and respectfully, and develops team through coaching and feedback
Delivers results through effective team management, structure, and routines
Managerial Responsibilities:
At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role.
Diversity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
People Manager & Coach: Knows and develops team members…