Client Service Representative - Merrill Wealth Management

Bank of America; Rapid City (SD); Sur place; USD 34 000 - 41 000; Plein temps

Avantages offerts par ce poste

Benefits

Résumé du poste

Bank of America’s Merrill Wealth Management is seeking a Financial Services Associate to provide exceptional customer service in an inbound call center environment in Rapid City, SD. You will assist clients with retail, retirement, and brokerage accounts while adhering to bank policies with empathy.

Responsibilities include resolving complex inquiries, guiding clients to online self-service, and accurately documenting interactions.

Qualifications

• 1+ years of customer service experience and ability to learn new platforms.
• Flexible to work shifts; 40 hours per week, Mon–Fri, 8:30 am–6:30 pm EST.
• Prior call center or financial/banking center experience is preferred.

Responsabilités

• Handle inbound client inquiries about retail, retirement, and brokerage accounts.
• Authenticate clients, follow policies, and resolve issues with empathy.
• Guide clients to online/self-service options and maintain accurate records.
• Deliver timely, accurate information across multiple applications and systems.
• Maintain professional communication and risk awareness during all interactions.

Connaissances

Customer service

Learning agility

Shift flexibility

Communication skills

Active listening

Problem solving

Attention to detail

Risk management

Business acumen

Formation

Bachelor's Degree

Outils

Microsoft Word

Excel

PowerPoint

Salesforce

Description du poste

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 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

• 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 center and/or a financial/banking center
• 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

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay range $25.00 - $30.00 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay. This role is compensated with a base salary and is not incentive eligible.

• Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.