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.
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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 and effective.
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:
- Candidate must be able to pass a bilingual assessment for this role.
- Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
- Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
- Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
- Can learn and understand technology to assist clients with the latest in Digital and Digital banking
- Must be flexible to work various shifts; Monday - Friday 8:30 am - 8pm EST; 40 hours per week
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
Shift:
1st shift (United States of America)
Hours Per Week:
40