Digital Tools Support provides branch office operational support for digital platforms including MyMerrill online and the mobile app.
The teammate's daily responsibilities will be to provide call resolution service for digital tools according to established procedures and prescribed processes in support of Wealth Management operations. Teammates are expected to provide quality service and effective operations support for the assigned areas, internal business partners, and clients. Individuals at this level are expected to be able to actively and skillfully conceptualize daily areas of opportunity as well as demonstrate the ability to make informed decisions.
Through this position, the teammate will gain the knowledge of fundamental concepts and proprietary program skills necessary to grow and expand a career at Bank of America Merrill Lynch.
As a Digital Tools Support representative you will be responsible for:Assisting Merrill Lynch Branch Office partners with inquiries regarding the MyMerrill website and mobile app
Providing Merrill Lynch Branch Office partners with clear, complete and accurate responses to their questions and inquiries
Effectively managing risk by fully adhering to processes/policies/procedures and proactively identifying and escalating potential risks
Navigating through multiple applications and tools to understand processes/policy/procedures and research and resolve issues
Establishing strong working relationships and effective partnerships with Merrill Lynch Branch Office partners
Consistently meet expectations for performance metrics and quality standards.
May provide assistance with training for new hire teammates.
Proven experience verbally delivering complex information clearly, concisely and understandable to the client/recipient, while quickly establishing trust and exuding positivity and confidence
Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
Strong interpersonal relationship skills and ability to work in a team-based environment
Flexibility to work a schedule that could range from a starting time of 8:30 AM to a closing time of 6:30 PM
Strong written communication skills
Ability to work closely with business partners across the team, Branch Office and the Merrill Lynch Service Network (MLSN)
Banking and/or brokerage experience
Inbound call center experience
Shift:1st shift (United States of America)
Hours Per Week:40
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