Bank Of America Work Values

Daily Duties at Bank Of America:

Manage all aspects of a mortgage portfolio to improve the overall client experience. •Collaborated with key stakeholders throughout the organization including Operations, Risk, and Compliance to implement strategic initiatives designed to deliver value and consistent customer experience through all departments that are in contact with the customer. •Identified opportunities for improvement and worked to mitigate risk through the mortgage and Home Equity process. •Implemented consistent management routines throughout home loans to ensure that there was similar employee experience, collaboration amongst the departments for the best experience for the customer. •Implement the scorecard for the Quality team and ensure that it aligned with the goals of the company and partners. •Coached to quality initiatives with a focus on enhanced employee performance ultimately reducing the incidences of client problems by over 15% while improving satisfaction by 5%. •Facilitated organizational change through a number of initiatives including the development of a Customer Experience Model, creation of employee career path documents, and implementation of a self-identified audit system designed to mitigate risk and improve regulatory compliance. •Deployed a call monitoring system to monitor the customer experience resulting in a 30% increase in overall client delight and satisfaction. •Revamped Home Equity and Mortgage incentive packages to increase overall productivity, reduce risk and improve quality. •Manage pay for performance metrics to ensure they aligned with the strategic goals of the division and company. Responsible for defining the goals/metrics and the pay related to performance. •Coach/train leaders and partners with Home Loans leaders to ensure that there is optimal performance. •Drive adoption of new strategic initiatives, customer driven values and ensure that all employees were clear on the direction of the company. •Train Quality teams and Home loan leaders on new policies and procedures related to the customer and the monitoring system. •Look for opportunities for cost savings and minimizing risks within the quality and loan process.

What they like about Bank Of America:

Working for a company with an emphasis on social values and helping society is a clear and important priority for you - a critical factor in who you choose to work for. In contrast to other factors, you place an organization's reputation for fairness and concern for the community above most other aspects of the company. As you search for a new job opportunity, it is usually possible to find out if the company is involved in the community and/or if it is addressing problems and issues in society. Pay special attention to non-profit organizations and those specifically involved in social action. Moreover, speaking with current and former employees should enlighten you to perceptions of the fairness of the company's leaders and the treatment of employees.

Tags

Six Sigma, Change Management, Analytics, Customer Experience, Training, Program Management, Financial, Consumer Lending

Skills

Six Sigma, Training, Strategic Planning, Coaching, Leadership, Collaboration across company, Analytics

These are some of the questions we asked our climbers about their experiences with Bank Of America: