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Client Service Representative

Chandler, Arizona

Job Description:

Job Description:


As a Wealth Management Client Services Representative, you will be working in an inbound contact center providing exceptional service to our Merrill Lynch clients regarding banking and brokerage products, cards, small business products, home loans and/or online banking.  

What you’ll do:

As a Wealth Management Client Services Representative your primary responsibility will be educating, promoting and guiding clients through our online and mobile self-service capabilities at every opportunity.  Additional responsibilities include, but are not limited, to:  
 

· Providing  clients with clear, complete and accurate responses to their questions and inquiries at point of call
· Effectively managing risk by accurately authenticating clients, fully adhering to policy/procedures and proactively identifying and escalating  potential/emerging risks  
· Error-free and timely processing of client requests (i.e. stop payments, transfers, account maintenance, card activation, account linking etc.)
· Navigating through multiple applications and tools to understand policy/procedures, gain clarity on various products/services and research and resolve issues with client accounts
· Owning the customer experience and continuously seeking opportunities for improvement  

Required Skills & Experience:


· Must demonstrate the ability to effectively promote and verbally navigate clients through online and mobile self-service options
· Experience verbally delivering complex information clearly, concisely and understandable to the client/recipient, while quickly establishing rapport and exuding positivity and confidence
· Must possess the skills to navigate between multiple screens and keep the client fully engaged, while quickly and accurately typing relevant notes and information
· Experience effectively deescalating customer concerns
· Must have experience with gathering, absorbing and using facts/information to make effective decisions and develop sustainable solutions to problems/issues
· Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
· Must be disciplined, focused and committed to identifying and escalating risks, providing an exceptional customer experience, delivering quality work and seeking process improvement opportunities
· Must be flexible to work first, second or third shift including Saturdays and Sundays

Desired Skills & Experience:


· Understanding of terminology for banking and brokerage products, cards, small business products, home loans and/or online banking
· Inbound call center experience

  • Required to work from the primary work location listed when not in remote operating stance
  • Initially you may be required to work from home and/or remotely in this role:
    • Internet Service Provider at home (no public WiFi or Internet)(high speed internet access and a secure or password-protected internet connection)
    • 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:

2nd shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21014800

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
2565 W CHANDLER BLVD, AZ, Chandler, 85224