Job Description:
Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance.
Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America.
Merrill 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 Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused.
Job Description:
This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.
Responsibilities:
Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access
Required Qualifications:
1+ years of customer service experience
Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives
Applies strong critical thinking and problem-solving skills to meet clients’ needs
Exhibits strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
Good team player, enthusiastic, and committed
Ability to work under pressure
Can learn and understand technology to assist clients with the latest in Digital and Digital banking
Experience verbally delivering complex information clearly, concisely, and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
Must have experience with gathering, absorbing, and using facts / information to make effective decisions and develop sustainable solutions to problems and deescalate issues
Proficiency in Microsoft Word and Excel
Has the ability to learn and adapt to new information and fully adhere to process, policies, procedures, laws, and regulatory requirements during all interactions, while working in a fast-paced production environment
Comfortable receiving ongoing performance feedback and coaching
Must be flexible to work various shifts; Monday – Friday, 8:30 am – 6:30 pm EST; 40 hours per week
Desired Qualifications:
Experience in a call center or a financial/banking center
Knowledge of financial terms and concepts
Skills:
Account Management
Customer and Client Focus
Issue Management
Oral Communications
Active Listening
Adaptability
Problem Solving
Risk Management
Attention to Detail
Business Acumen
Valuation Ethics and Practice Standards
Minimum Education Requirement:
High School Diploma / GED / Secondary School or equivalent
For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy.
Shift:
1st shift (United States of America)Hours Per Week:
40