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Ongoing Support Case Manager

Rolling Meadows, Illinois

Job Description:

Case Manager (OS) - provides white glove service to colleagues and directly to clients on inquiries related to POA, AP, Divorce and 529; open cases in Seibel taking ownership to give clients a single point of contact to walk them through paperwork and processes related to the above specialties; through case ownership does proactive outreach to ensure clients’ needs are met; serves as an expert to provide superior service to our clients. Serves as liaison between Special Account Services, OGC, OTT, and Special Distributions regarding various processes for the CM function.

                                                                                               

Required Skills: "MUST" have these skills to be minimally qualified.

  • These position requires an ability to multi-task and independently prioritize his/her workload. 
  • Must demonstrate a cooperative and professional work attitude. 
  • Representative will also be expected to think analytically, use strong research skills, and apply best practices/past experiences to problem resolution.
  • Previous experience and proven results in previous Edge operations/service roles preferred
  • Capable of multi-tasking and working efficiently under stress and high volume
  • Strong organizational, time management and teamwork skills
  • Previous knowledge of Account Maintenance services is helpful
  • Strong analytical, negotiation and problem solving skills
  • Track record of attention to detail and follow through on assignments
  • Apply sound judgment and enterprise-wide mindset in making decisions
  • Anticipate and understand client needs and concerns
  • Customer Service and/or call center experience preferred
  • Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
  • Deliver complete and concise explanations to inquiries made via inbound calls
  • Provide point of call resolution for issues
  • Ability to independently prioritize his/her workload
  • Demonstrate excellent verbal, written and listening skills
  • Ability to quickly build rapport with Home Office, Field and other business partners
  • Focus on personal and career development (e.g. Series 7/66 licensing, career advancement)
  • Foster collaborative relationships within and across business units
  • Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
  • Demonstrate exceptional organizational and time management skills
  • Provide strong analytical and problem resolution skills
  • Anticipate and understand partner/client needs
  • Apply sound judgment in making decisions
  • Knowledge of Merrill Edge systems, products and applications

Enterprise Role Overview

Case Manager (AM) - provides white glove service to colleagues and directly to clients on inquiries related to POA, AP, Divorce and 529; open cases in Seibel taking ownership to give clients a single point of contact to walk them through paperwork and processes related to the above specialties; through case ownership does proactive outreach to ensure clients needs are met; serves as an expert to provide superior service to our clients. Serves as liaison between Special Account Services, OGC, OTT, and Special Distributions regarding various processes for the CM function.  Required Skills & Abilities include the following; a) These position requires an ability to multi-task and independently prioritize his/her workload, b) Must demonstrate a cooperative and professional work attitude, c) Representative will also be expected to think analytically, use strong research skills, and apply best practices/past experiences to problem resolution, d) Previous experience and proven results in previous Edge operations/service roles preferred, e) Capable of multi-tasking and working efficiently under stress and high volume, f) Strong organizational, time management and teamwork skills, g) Previous knowledge of Account Maintenance services is helpful, h) Strong analytical, negotiation and problem solving skills, i) Track record of attention to detail and follow through on assignments, j) Apply sound judgment and enterprise-wide mindset in making decisions, k) Anticipate and understand client needs and concerns, l) Customer Service and/or call center experience preferred, m) Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge, n) Deliver complete and concise explanations to inquiries made via inbound calls, o) Provide point of call resolution for issues, p) Ability to independently prioritize his/her workload, q) Demonstrate excellent verbal, written and listening skills, r) Ability to quickly build rapport with Home Office, Field and other business partners, s) Focus on personal and career development (e.g. Series 7/66 licensing, career advancement), t) Foster collaborative relationships within and across business units, u) Understand and demonstrate cultural awareness, integrity and ability to work as part of a team, v) Demonstrate exceptional organizational and time management skills, w) Provide strong analytical and problem resolution skills, x) Anticipate and understand partner/client needs, y) Apply sound judgment in making decisions, z) Knowledge of Merrill Edge systems, products and applications.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-20015126

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus:

Check out the Rolling Meadows office

Located in the heart of the Golden Corridor, we enjoy the balance of urban living, shopping and dining with the outdoor splendor of Busse Woods.

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Street Address

Primary Location:
1600 Golf Rd, IL, Rolling Meadows, 60008