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GWIM Sr Operation Rep

Jacksonville, Florida

Job Description:


Job Description Summary


Processes routine/standard transactions according to established procedures and prescribed processes in support of GWIM Operations. Daily responsibilities will cover one or more operations functional areas such as: analyses, report generation, opening new accounts, trade processing, payment processing, data entry, etc. Provides quality service and effective and efficient operations support for the assigned area's internal business partners and/or external customers and clients. May provide advice and assist with training for less experienced team members. Individuals at this level are expected to use some independence of thought but to refer more complex problems to Operations Team Manager and/or Supervisor. Generally 1 year or more experience is preferred.


Job Description


As a Wealth Management Field Support Representative you will work in an inbound contact center, providing exceptional service to Merrill Lynch Client Associates, Financial Advisors, Private Banking business partners on a variety of banking and investment needs. Cash Management Account (CMA) Services is responsible for handling tutorial based phone inquiries from Client Associates, Financial Advisors, Branch Office Management and other internal partners via the Merrill Lynch Service Network.  The CMA Services team handle inquiries related to the CMA Products and Services which include: CMA Checks and Funds Transfer Service (FTS), Fed Fund Brokerage Wires, Check Deposits and CMA Fees. In addition to providing service to the branch on tutorial inquiries, CMA also provide dedicated service to the more complex and sensitive issues. Daily responsibilities include but are not limited to adhering to phone schedules, providing point of call resolution and assisting with and providing follow up on more complex inquiries. CMA Services is a dual site line of business located in Jacksonville, FL and Chandler AZ. Support is offered Monday through Friday from 8:30 am – 6:30 pm (EST).


Key responsibilities:

•Provides subject knowledge expertise to branch offices on CMA Products and Services
•Provide point of call resolution
•Assist with and provide follow-up on complex inquiries
•Liaison with multiple departments for client centric solutions
•Adhere to scheduled timeframes
•Meet and maintain required metrics
•Participate in ad-hoc projects and specialty needs


Required Skills:  

•Customer Service/Financial Industry experience
•Communicate effectively including excellent listening skills and professional phone/email etiquette
•Ability to manage inbound calls from internal clients as a part of the problem resolution process
•Capable of multitasking and working efficiently in a high productivity/call volume environment
•Proficient PC skills including Microsoft Office applications
•Demonstrate a proven ability to navigate multiple systems simultaneously
•Proven history of effective ownership and accuracy
•Demonstrate a “self-starter” behavior and a willingness to help others
•Is Flexible and adapts easily to change
•Maintain current knowledge of Bank of America Merrill Lynch products, policies, and services while keeping abreast of regulations and mitigating risk
•Exhibit professionalism in all situations

Initially you will be required to work from home and/or remotely in this role and will require the following: 
•         Internet Service Provider at home (no public WiFi or Internet)
•         Sufficient room to set up a laptop, monitor, keyboard and mouse
•         Comfortable space to work for a full shift 
•         Quiet, private and SECURE space in which to work


 

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-20048312

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
4802 DEER LAKE DR E, FL, Jacksonville, 32246