Client Service Representative-WMCS

Merrill Lynch
April 28, 2021
Jacksonville, FL
Job Type


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.

Error-free and timely processing of client requests (i.e. cred card payments, transfers within accounts, setting up online banking access, credit or debit card activation, etc.)

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 available for 6 weeks of training scheduled Monday – Friday, 8:00 am – 5:00 pm

Must be flexible to work various shifts; including Saturdays and Sundays. 40 hours per week. Shifts can be scheduled between the hours of 7:00 AM - 2:30 AM (midnight), Monday – Sunday

Desired skills:

Understanding of terminology for banking and brokerage accounts, cards, small business accounts, home loans and / or online banking

Inbound call center experience

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

Initially you may be required to work from home and/or remotely in this role:

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

1st shift (United States of America)

Hours Per Week: 


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