Client Service Representative - Merrill Wealth Management

ghr; Jacksonville (FL); Vor Ort; USD 36.000 - 48.000; Vollzeit

Benefits dieser Stelle

In-office collaboration

Zusammenfassung

Merrill Wealth Management is seeking a customer service professional for an inbound call center role in Jacksonville, FL. You will assist clients, validate information, and resolve account requests with empathy.

Join a team supporting Financial Advisors and Client Associates, with opportunities for growth and onsite collaboration. Flexibility and strong communication are essential for serving diverse clients in a banking environment.

Qualifikationen

• 1+ years of customer service experience required.
• Ability to learn new information and technology platforms.
• Must be flexible to work various shifts; Mon–Fri, 8:30 am–6:30 pm EST; 40 hours weekly.
• Currently pursuing a Bachelor's Degree is desirable.

Aufgaben

• Handle inbound client inquiries in a call center setting with empathy.
• Authenticate clients and comply with bank policies to reduce risk.
• Resolve account requests accurately and timely.
• Guide clients to online/self-service channels as appropriate.
• Communicate clearly and professionally with clients and colleagues.

Kenntnisse

Account Management

Customer Focus

Oral Communications

Active Listening

Problem Solving

Adaptability

Risk Management

Attention to Detail

Business Acumen

Ethics & Standards

Ausbildung

Bachelor's degree (in progress)

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Salesforce

Jobbeschreibung

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 that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Merrill, we empower you to bring your whole self to work. We value the unique perspectives in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different skills and experiences that individuals bring from all backgrounds and careers; whether gained through military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Job Description:

This job is responsible for providing exceptional customer service to clients in an inbound call centre environment. Key responsibilities include receiving calls from clients, branch offices, banking centres, 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.

WM Field Services is a critical service organisation supporting Financial Advisors and Client Associates through the Merrill Service Network (MLSN). The team provides guidance and operational expertise across a wide range of client and account servicing needs, including account opening and maintenance, monetary transactions, asset transfers, platform support, and complex operational inquiries. Field Services teammates serve as trusted resources, helping navigate processes and platforms, troubleshoot issues, and connect the field with solutions that enable efficient service and a strong client experience.

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:

• 1+ years of customer service experience
• Has the ability to learn and adapt to new information and technology platforms
• Must be flexible to work various shifts; Monday – Friday, 8:30 am – 6:30 pm EST; 40 hours per week

Desired Qualifications:

• Currently holds or is pursuing a Bachelor's Degree
• Experience in a call centre and/or a financial/banking centre
• Strong computer application skills, including proficiency with Microsoft Word, Excel, PowerPoint, and Salesforce

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week:

40