Client Service Representative - Merrill Wealth Management

Bank of America; South Dakota; Sur place; USD 34 000 - 41 000; Plein temps

Avantages offerts par ce poste

Benefits eligible

Résumé du poste

Bank of America is seeking a customer service professional for an inbound call center role within Merrill Wealth Management. You will handle client inquiries, provide account maintenance, and resolve requests with empathy while upholding bank policies.

The position requires strong communication, problem-solving, and the ability to work a fixed 1st shift schedule in the United States. Benefits eligible with competitive pay.

Qualifications

• High School Diploma or GED required.
• Flexible to work various shifts; 40 hours per week.
• Preferred: Bachelor’s Degree in progress or completed.
• Experience in a call center and/or a financial/banking center.
• Strong computer skills: Word, Excel, PowerPoint, Salesforce.

Responsabilités

• Navigates through multiple applications and systems to provide complete and accurate information to client inquiries across retail, retirement, and brokerage accounts.
• Handles escalated and complex inquiries with care to resolve concerns promptly and deliver exceptional service.
• Manages risk by authenticating clients and adhering to policies and procedures; identifies and escalates potential risk.
• Communicates effectively with empathy and professionalism during all client interactions.
• Migrates clients to online and self-service channels to maintain constant access to accounts.

Connaissances

Account Management

Customer Focus

Issue Management

Oral Communications

Active Listening

Adaptability

Problem Solving

Risk Management

Attention to Detail

Business Acumen

Valuation Ethics & Practice Standards

Formation

High School Diploma / GED / Secondary School or equivalent

Bachelor’s Degree (pursuing or holds)

Outils

Microsoft Word

Microsoft Excel

Microsoft 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.

WM Field Services is a critical service organization 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 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 and benefits information 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.

Privacy Statement:

https://careers.bankofamerica.com/en-us/privacy-notice

Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Join us!

Partnering Locally Learn about some of the ways Bank of America is making a difference in the communities we serve. Global Impact Learn about the six areas that guide Bank of America’s efforts to help make financial lives better for customers, clients, communities and our teammates. Opportunity and Inclusion Each employee brings unique skills, background and opinions. We see opportunity and inclusion as our platform for innovation and a key component in our success. Our Values Learn about our four values that represent what we believe.

Pay Transparency:

https://careers.bankofamerica.com/en-us/pay-transparency