Premium Senior (Team Lead)

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. 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 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 The Premium Senior (Team Lead) assists the Team Manager in overseeing the management of a team of Premium Associates to deliver on client experience delivery, performance goals, such as driving asset consolidation and retention and expanding the breadth and depth of client relationship through product penetration, where appropriate. Be the first point of contact for client escalations, work with partners to ensure expeditious and thorough research and resolution and follow-up as needed with clients Handle various administrative and process management responsibilities such as schedule management, segment reporting, campaign completion Provide immediate coaching for client experience improvement; listen to and grade Quality Assurance calls Execute a disciplined approach to all business development strategies and goals to achieve business growth, while focusing on the client experience Requires in-depth knowledge of trading mechanics, fixed income, options, margin and margin regulations Deliver efficient and responsive resolution for various client situations, owning the management of the case, researching the issue and communicating the solution to the client when appropriate Exhibit critical thinking / problem solving skills to immediately address escalated client issues notice to deliver a best in class customer experience Develop an expert knowledge of internal policies, procedures and processes to ensure the most flawless and seamless execution of the most complex trading strategies Review activities of team to improve performance execution while managing risk and minimizing exposure Ability to work seamlessly across all Enterprise business lines including GWIM, US Trust, Preferred Banking, as well as internal partners within Merrill Edge to deliver a world-class relationship model and improve processes Responsibilities: Oversees day-to-day operations and processes to foster an environment that promotes service excellence to customers Translates the organization's goals and strategies into employee metrics and goals, evaluate progress and provide feedback or intervention as needed to recognize, encourage, and improve individual performance Supports a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance Motivates others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes Builds upon employees’ existing skills and experiences while identifying new skills and opportunities to help achieve individual and organizational goals Required Qualifications: Experience with advanced trading strategies, options, fixed income, and margin required Series 7 & 66 required Series 9 & 10 preferred; if not currently held MUST be obtained within 120 days of start date Confident and engaging presence Sound decision making skills with ability to manage risk and overall client experience Strong analytical and organizational skills Strong interpersonal skills and the ability to work in a team environment Ability to handle multiple tasks in a dynamic environment Desired Qualifications: • Minimum two years of investment, trading and brokerage experience • Knowledge of the Enterprise platforms (US Trust, BAC, Advisory) Skills: Customer Experience Improvement Leadership Development Sales Performance Management Strategic Thinking Talent Development Account Management Client Experience Branding Executive Presence Relationship Building Sales Strategy Decision Making Drives Engagement Performance Management Recruiting Workforce Planning Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530) Pay and benefits information Pay range $91,100.00 - $100,700.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - Privacy Statement -