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 and effective.

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:

• Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence

• Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information

• Strong analytical ability and organizational skills

• Strong communications skills, great grammar, and the ability to communicate with management, peers, and clients

• Proven ability to handle professionally and tactfully confrontational and/or stressful interactions and ability to de-escalate difficult client situations

• Able to prioritize issues and handle several sensitive processes at once in a timely fashion

• Must be able to work independently with minimal supervision, excellent decision-making skills, work for accuracy and must be able to meet deadlines

• Ability to resolve problems and prevent client dissatisfaction

• Handling escalated clients and demonstrates the ability to de-escalate when possible

• Ability to manage/direct multiple functions effectively while delivering results

• Ability to demonstrate flexibility and work well under pressure in a fast paced, high call volume, and constant changing environment

• Ability to handle confidential matters and sensitive information in a responsible manner

Desired Qualifications:

• Currently holds or is pursuing a Bachelor's Degree

• Experience in a call center and/or a financial/banking center

• Client service experience​

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:

Hours Per Week: 

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