Responsible for developing and executing Client Experience world class improvement strategies across Consumer Lending (First Mortgage, Home Equity and Consumer Vehicle Lending). Analyzes data from Voices surveys, complaints, escalation and J.D. Power studies to understand trends, root cause analysis, identify operational excellence opportunities and develop action plans to drive the business Client Experience results.
Partners with Sales, Fulfillment, and Underwriting on Client Experience improvement strategies by driving performance accountability through process improvement, action planning and outlier management.
Develops recommendations and business cases for process enhancements and new capabilities. Partners with Marketing, Consumer Client Experience, Process Design, Operations management and others to develop and deploy those capabilities.
Support recognition programs to recognize, encourage and reward improvements and exceptional Client Experience.
Manages a team of associates in various locations.
Posting Date: 03/12/2019
Location: Chandler, AZ, BUILDING A, 2565 W CHANDLER BLVD, Westlake Village, CA, 31303 AGOURA RD (CA6917), Jacksonville, FL, BANK OF AMERICA OFFICE PARK, 9000 SOUTHSIDE BLVD BLDG 600, Charlotte, NC, ONE BANK OF AMERICA CENTER, 150 N COLLEGE ST, Plano, TX, BUILDING B, 7105 CORPORATE DR, - United States
Travel: Yes, 5% of the time
Full / Part-time: Full time
Hours Per Week: 40
Shift: 1st shift
Bank Of America Corporation