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Proficiency Coach (Merchant Services)

Company: Bank of America
Location: Newark
Posted on: March 26, 2020

Job Description:

Job Description Line of Business Role Description The Proficiency Coach designs and develops learning and practicing experiences for associates across multiple business functions supporting Merchant Services Operations. Merchant Services Operations is a diverse set of functions including client facing technical support desk, client servicing teams, and Settlement Operations. The goal of the Proficiency Coach is to facilitate learners in acquiring knowledge, skills and competencies in an effective and appealing way. This position is responsible for designing learning content, monitoring continued development of training curriculums and conducting training for new and existing employees. Facilitates training for new and existing employees using a variety of techniques, including discussions, role playing, team exercises, and visual learning content in and outside the classroom Primarily facilitates training on programs, processes, procedures, software, and exceptional customer care Works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training. Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline. Collaborates with the management team to design successful action plans that improve overall performance. May assign and manage workflow during on-boarding in coordination with site leadership. Conducts file and call reviews. Responsible for improvements in associate confidence and speed to proficiency. When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance. Supports unit conformity to prescribed standard work processes and reduction of variability in the unit. Supports Unit leader with operational routines and supports unit business continuity. Requires experience and knowledge of LOB specific functions, systems and tools that are necessary to assess and improve performance as well as teaching and coaching skills. Provides exercises and activities to enhance the learning process Proactively identify areas for improvement in process and regularly assess documentation and reports for accuracy and improvement Conforms with all company policies and procedures Performs other duties as assigned Required Skills 1+ year coaching, influencing, and driving adoption of change 1+ year experience facilitating classroom training 1+ year development of training content Experience synthesizing performance data points to deliver a customized approach on how to improve employee performance Excellent grammar and writing abilities Ability to multi-task juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected events Must be a team player with strong attention to detail and able to work independently Microsoft Office applications including, but not limited to Word, Visio, Excel, PowerPoint, Paint, and SharePoint WebEx Desired Skills TechSmith SnagIt Shift 1st shift (United States of America) Hours Per Week 40

Keywords: Bank of America, Newark , Proficiency Coach (Merchant Services), Other , Newark, Delaware

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