Consumer Specialty Team Manager – CARE Regulatory Complaints

Bank of America

. Manage a team supporting operational goals through proactive oversight of complaint inventory, risk identification, and timely case progression .

Posted 9/21/2026full-timeUnited StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing teams to achieve operational goals, focusing on employee development, performance management, and compliance with complaint standards. Utilizes analytical skills to drive continuous improvement and effective decision-making in a high-pressure environment.

Highest-signal resume keywords

People ManagementRisk IdentificationData AnalysisPerformance ImprovementComplaint Standards Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data Management ReportingProcess ImprovementOperational EffectivenessPerformance ManagementCoachingStrategic DirectionTalent DevelopmentWorkforce ManagementComplaint StandardsRisk Management

Soft Skills

Written CommunicationVerbal CommunicationTeam LeadershipEmployee EngagementCollaboration

Tools & Technologies

IEX

Industry Keywords

CARE Regulatory ComplaintsCall Center ExperienceFraud ExperienceClaims Experience

About the role

Key responsibilities & impact

Manage a team supporting operational goals through proactive oversight of complaint inventory, risk identification, and timely case progression
Lead strategic risk reviews and monitor pipeline health and service-level adherence
Identify process and control risks and drive continuous improvement through data-driven insights
Partner with business stakeholders to ensure quality execution, operational effectiveness, and compliance with controls and business requirements
Provide strategic direction and support to the team
Manage performance, hire and onboard talent, develop employee capabilities, and foster accountability and operational excellence
Execute Line of Business strategy through key initiatives, process improvements, and procedural changes
Analyze data, identify trends, and provide recommendations and action plans for performance improvement
Handle escalated and complex client inquiries and requests through research and timely resolution
Manage competing business and administrative priorities in a high-volume, high-capacity environment
Inspect and evaluate employee results, ensure coaching is implemented, and focus on behaviors driving desired results
Create an inclusive team and communicate clear messages connecting contributions to business results
Lead identification, escalation, and resolution of potential risks
Recruit, onboard, and develop talent and support talent mobility
Deliver business results through effective team management, structure, and routines

Requirements

What you’ll need

2+ years of current people-management or leadership experience in CARE Regulatory Complaints
Strong written and verbal communication skills with employees, leaders, partners, and clients
Ability to lead a team effectively in a fast-paced, high-pressure environment
Commitment to employee engagement, development, and knowledge sharing
Proven ability to prioritize team workloads, meet deadlines, and maintain quality
Experience setting expectations, coaching employees, and improving team performance
Ability to manage performance, recognize achievements, and address difficult employee matters
Strong understanding of complaint standards and the ability to ensure team compliance
Risk-focused mindset with sound judgment and timely escalation of issues
Ability to build accountability, trust, and collaboration across the team and partner groups
Experience in an operational environment with call center, fraud, or claims experience
Prior success in developing future leaders/talent
Understanding of Workforce Management and IEX
Strong analytical skills and experience with data management reporting

Benefits

Comp & perks

Affordable, competitive and flexible benefits
Support for physical, emotional, and financial wellness
Opportunities to learn, grow, and make an impact
Career development opportunities
In-office culture supporting collaboration, engagement, and career development
40 hours per week