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Client Service Representative - WMFS Fast Team

Jacksonville, Florida;

Job Description:

Job Description

The Wealth Management Field Support Representative will work in an inbound contact center taking approximately 40-60 calls daily, providing exceptional service to Merrill Client Associates and Financial Advisors, on a variety of banking needs.  The Wealth Management Fields Representative will assist with tutorial support and routine/standard transactions in a call center environment according to established procedures. Candidate should possess the ability to handle and resolve a variety of incoming banking servicing telephone calls from branch office personnel and clients. They should provide white-glove service for the assigned area's internal business partners and/or external customers and clients. Individuals at this level are expected to use independence of thought, but may engage Operations Team Manager for more complex problems. Generally 1 year or more banking or call center experience is preferred.

Required Skills:

  • Experience verbally delivering complex information clearly, concisely and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system
  • Must have experience with gathering, absorbing and using facts / information to make effective decisions and develop sustainable solutions to problems and deescalate issues
  • Demonstrates ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures
  • Proven experience fully adhering to process, policies, procedures, laws and regulatory requirements during all interactions, while working in a fast paced environment
  • Must be able to deliver “white glove” differentiated service in all interactions
  • Be solution driven while keeping a focus on risk mitigation 
  • Strong written and verbal communication to tailor communications to audience, actively listen and follow-up with questions and updates to involved parties
  • Demonstrate a proven ability to navigate multiple systems simultaneously
  • Capable of multitasking and working efficiently in a high productivity environment while continuously learning on the job
  • Strong critical-thinking, logic and problem solving skills
  • Proven history of effective ownership and accuracy
  • Detail-oriented and highly adaptable to change while receiving regular feedback
  • Possess the ability to work independently while effectively managing and finding resolution to complex situations
  • Maintain current knowledge of Bank of America products, policies, and services while keeping abreast of regulations and mitigating risk
  • Professional Demeanor: Demonstrating patience, composure and client service attitude in all situations
  • Proficient PC skills including Microsoft Office applications

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

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Monday - Friday, 8 hour shift between 8:30am - 6:00pm

Referral Bonus Amount:

0

Job Description:

Job Description

The Wealth Management Field Support Representative will work in an inbound contact center taking approximately 40-60 calls daily, providing exceptional service to Merrill Client Associates and Financial Advisors, on a variety of banking needs.  The Wealth Management Fields Representative will assist with tutorial support and routine/standard transactions in a call center environment according to established procedures. Candidate should possess the ability to handle and resolve a variety of incoming banking servicing telephone calls from branch office personnel and clients. They should provide white-glove service for the assigned area's internal business partners and/or external customers and clients. Individuals at this level are expected to use independence of thought, but may engage Operations Team Manager for more complex problems. Generally 1 year or more banking or call center experience is preferred.

Required Skills:

  • Experience verbally delivering complex information clearly, concisely and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system
  • Must have experience with gathering, absorbing and using facts / information to make effective decisions and develop sustainable solutions to problems and deescalate issues
  • Demonstrates ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures
  • Proven experience fully adhering to process, policies, procedures, laws and regulatory requirements during all interactions, while working in a fast paced environment
  • Must be able to deliver “white glove” differentiated service in all interactions
  • Be solution driven while keeping a focus on risk mitigation 
  • Strong written and verbal communication to tailor communications to audience, actively listen and follow-up with questions and updates to involved parties
  • Demonstrate a proven ability to navigate multiple systems simultaneously
  • Capable of multitasking and working efficiently in a high productivity environment while continuously learning on the job
  • Strong critical-thinking, logic and problem solving skills
  • Proven history of effective ownership and accuracy
  • Detail-oriented and highly adaptable to change while receiving regular feedback
  • Possess the ability to work independently while effectively managing and finding resolution to complex situations
  • Maintain current knowledge of Bank of America products, policies, and services while keeping abreast of regulations and mitigating risk
  • Professional Demeanor: Demonstrating patience, composure and client service attitude in all situations
  • Proficient PC skills including Microsoft Office applications

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:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21019508

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus: