Client Service Representative

Merrill Lynch
Published
September 22, 2021
Location
Jacksonville, FL
Category
Job Type

Description

Job Description:

As a Wealth Management Client Services Representatives you will work in an inbound contact center taking approximately 40-60 calls daily, providing exceptional service to our Merrill Wealth Management clients regarding their banking and brokerage accounts, credit and debit cards, small business accounts, home loans and / or online banking.

What you’ll do:

Effectively educate, promote and guide clients through our online and mobile self-service capabilities at every opportunity.

Provide clients with clear, complete and accurate responses to their questions and inquiries at point of call

Manage risk by accurately authenticating clients, fully adhering to policy / procedures and proactively identifying and escalating potential risk.

Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research and resolve issues with client accounts

Display passion, commitment and deliver an experience that improves our customers’ financial lives

Required skills:

  • Must demonstrate the ability to effectively promote and verbally navigate clients through online and mobile self-service options
  • Experience verbally delivering complex information clearly, concisely and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system
  • Experience effectively deescalating customer concerns and handling objections
  • Must have experience with gathering, absorbing and using facts / information to make effective decisions and develop sustainable solutions to problems / issues
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures
  • Proven experience fully adhering to process, policies, procedures, laws and regulatory requirements during all interactions, while working in a fast paced production environment
  • Must be flexible to work various shifts; including Saturdays and Sundays. 40 hours per week. Shifts can be scheduled between the hours of 8:30AM – 6:30p Monday – Friday

Desired skills:

  • Understanding of terminology for banking and brokerage accounts
  • Inbound call center experience
  • College Degree Preferred

**Must be Flexible to Work between 8:30a-6:30p Monday-Friday

This role is based in the office. If you are instructed to temporarily work from home (or if you are instructed to do so in the future), please be aware of the following:

  • Required to work from the primary work location listed when not in remote operating stance
  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0 -->

Job Description:

As a Wealth Management Client Services Representatives you will work in an inbound contact center taking approximately 40-60 calls daily, providing exceptional service to our Merrill Wealth Management clients regarding their banking and brokerage accounts, credit and debit cards, small business accounts, home loans and / or online banking.

What you’ll do:

Effectively educate, promote and guide clients through our online and mobile self-service capabilities at every opportunity.

Provide clients with clear, complete and accurate responses to their questions and inquiries at point of call

Manage risk by accurately authenticating clients, fully adhering to policy / procedures and proactively identifying and escalating potential risk.

Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research and resolve issues with client accounts

Display passion, commitment and deliver an experience that improves our customers’ financial lives

Required skills:

  • Must demonstrate the ability to effectively promote and verbally navigate clients through online and mobile self-service options
  • Experience verbally delivering complex information clearly, concisely and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system
  • Experience effectively deescalating customer concerns and handling objections
  • Must have experience with gathering, absorbing and using facts / information to make effective decisions and develop sustainable solutions to problems / issues
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures
  • Proven experience fully adhering to process, policies, procedures, laws and regulatory requirements during all interactions, while working in a fast paced production environment
  • Must be flexible to work various shifts; including Saturdays and Sundays. 40 hours per week. Shifts can be scheduled between the hours of 8:30AM – 6:30p Monday – Friday

Desired skills:

  • Understanding of terminology for banking and brokerage accounts
  • Inbound call center experience
  • College Degree Preferred

**Must be Flexible to Work between 8:30a-6:30p Monday-Friday

This role is based in the office. If you are instructed to temporarily work from home (or if you are instructed to do so in the future), please be aware of the following:

  • Required to work from the primary work location listed when not in remote operating stance
  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:
As a Wealth Management Client Services Representatives you will work in an inbound contact center taking approximately 40-60 calls daily, providing exceptional service to our Merrill Wealth Management clients regarding their banking and brokerage accounts, credit and debit cards, small business accounts, home loans and / or online banking.

What you’ll do:

Effectively educate, promote and guide clients through our online and mobile self-service capabilities at every opportunity.

Provide clients with clear, complete and accurate responses to their questions and inquiries at point of call

Manage risk by accurately authenticating clients, fully adhering to policy / procedures and proactively identifying and escalating potential risk.

Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research and resolve issues with client accounts

Display passion, commitment and deliver an experience that improves our customers’ financial lives

Required skills:

  • Must demonstrate the ability to effectively promote and verbally navigate clients through online and mobile self-service options
  • Experience verbally delivering complex information clearly, concisely and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system
  • Experience effectively deescalating customer concerns and handling objections
  • Must have experience with gathering, absorbing and using facts / information to make effective decisions and develop sustainable solutions to problems / issues
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures
  • Proven experience fully adhering to process, policies, procedures, laws and regulatory requirements during all interactions, while working in a fast paced production environment
  • Must be flexible to work various shifts; including Saturdays and Sundays. 40 hours per week. Shifts can be scheduled between the hours of 8:30AM – 6:30p Monday – Friday

Desired skills:

  • Understanding of terminology for banking and brokerage accounts
  • Inbound call center experience
  • College Degree Preferred

**Must be Flexible to Work between 8:30a-6:30p Monday-Friday

This role is based in the office. If you are instructed to temporarily work from home (or if you are instructed to do so in the future), please be aware of the following:

  • Required to work from the primary work location listed when not in remote operating stance
  • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
  • Sufficient room to set up a laptop, monitor, keyboard and mouse
  • Comfortable space to work for a full shift
  • Quiet, private and SECURE space in which to work

Shift:

1st shift (United States of America)

Hours Per Week: 

40

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