Pionear Recruiting is seeking professionals with call center experience within the Jacksonville FL area. These openings will be working within a contact inbound call center working within a fast paced environment. This opportunity is perfect for individuals who are seeking a challenging but rewarding opportunity with a fortune 500 company.
DTS Associates will provide service support for all Merrill Lynch GWIM products and service features through inbound calls from branch offices. The Associates are required to have a broad knowledge of the financial industry and an understanding of Merrill Lynch’s products, services and technology. Products currently being supports include My Merrill. May be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information , setting expectations and working with other support organizations to fulfill the request. Adheres to establish service level agreements. May handle escalated issues by successfully navigating the organization to resolve customer requests. Is accountable for the successful resolution of all branch office requests. After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the DTS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding all Merrill Lynch brokerage products and services including but not limited to:
General account information including Merrill Lynch website log-on, passwords reset, navigation and other functionality or troubleshooting
The candidate must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to customer satisfaction and service ownership via observable call management behaviors. Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: adherence, service levels, client satisfaction) that are utilized to evaluate their performance.