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Consumer Investments Ongoing Support Specialist

Jacksonville, Florida

Job Description:

As an Ongoing Support Specialist, you will provide white glove service on inquiries related to operational activities and interacting directly with clients to walk them through paperwork and processes. You will provide timely resolution on complex and/or specialty service inquiries that come into the group from a variety of channels: process incoming documents, emails, etc. related to client documents for Consumer Investment accounts; work CMC cases; speak to clients on both inbound and outbound calls. Specialists will be responsible for processing transactions according to established policies & procedures and will be held accountable for accurately processing requests. Daily responsibilities will include data entry, account updates, general processing of account forms and speaking to clients on the status of rejected forms and/or how to remediate. May provide advice and assist with training for less experienced team members. Must deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. Specialists must be able to multi-task and independently prioritize work load.

Required Skills:

  • Strong organizational, time management and teamwork skills
  • Attention to detail and follow through on assignments
  • Ability to multi-task and independently prioritize his/her workload
  • Demonstrate a cooperative and professional work attitude
  • Capable of multi-tasking and working efficiently under stress and high volume
  • Strong organizational, time management and teamwork skills
  • Strong analytical, negotiation and problem solving skills
  • Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
  • Demonstrate excellent verbal, written and listening skills
  • Understand and demonstrate cultural awareness, integrity and ability to work as part of a team

Desired Skills:

  • Customer Service and/or call center experience preferred
  • Knowledge of Merrill systems, products and applications

Enterprise Job Description:

Provides white glove service to colleagues and directly to clients on inquiries related to operational activities taking ownership to give clients a point of contact to walk them through paperwork and processes; may do proactive outreach to ensure client’s needs are met; serves as an expert to provide superior service to our clients. Assist with document remediation by making critical account changes and/or updates, paperwork processing, document fulfillment as well as outbound call support for internal and external clients. Must deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. Representatives must provide clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Assist with phone calls, email boxes, processing queues, and with researching and resolving escalations. Assists management with process improvements and new initiatives to better the client experience as needed. Must be able to multi-task and independently prioritize work load.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21008201

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
4803 DEER LAKE DR W, FL, Jacksonville, 32246