Job Description:

Job Description:

As a Wealth Management Client Services Representative, you will work in an inbound contact center providing exceptional service to our Merrill Wealth Management clients regarding their banking and brokerage accounts including credit and debit cards and small business accounts. Client Services Representatives will handle inbound calls from clients, branch offices, banking centers, and various internal associates. CSR’s must handle all scenarios within the bank’s policies and procedures. The expectation of a CSR is to be actively engaged in a conversation with our client or internal partner while accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand.

Key Responsibilities include:

Required Skills:

Desired Skills:

Job Band:

H7

Shift:

2nd shift (United States of America)

Hours Per Week:

40

• • Provide clients and internal partners with clear, complete and accurate responses to their questions and inquiries at point of call
  • Deliver quality service by providing effective and efficient operations support for the assigned area’s internal business partners and/or external customers and potential clients
  • 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
  • Strong analytical ability and organizational skills
  • Strong communications skills, great grammar, and the ability to communicate with management, peers and clients
  • Ability to de-escalate difficult client situations
  • Able to prioritize issues and handle several sensitive processes at once in a timely fashion
  • Must be able to work independently with minimal supervision, excellent decision making skills, work for accuracy and must be able to meet deadlines
  • Customer service skills and the ability to resolve problems and prevent client dissatisfaction
  • Handling escalated clients and demonstrates the ability to de-escalate when possible
  • Ability to manage/direct multiple functions effectively while delivering results
  • Ability to demonstrate flexibility and work well under pressure in a fast paced, high call volume, and constant changing environment
  • Ability to handle confidential matters and sensitive information in a responsible manner
  • Understanding of terminology for banking and brokerage accounts, cards, small business, and fraud

Job Band:
H7

Shift:
2nd shift (United States of America)

Hours Per Week:
40

Weekly Schedule:

Referral Bonus Amount:
600
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