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Consumer Investments Medallion Specialist

Chandler, Arizona

Job Description:

Medallion Specialists are responsible for providing Medallion Signature Guarantee stamps to Bank of America and Merrill clients for situations including third party transfers, ownership changes and account updates.  Associates are expected to process an intake request, handle and own cases to completion, and follow up with clients and financial center associates on latest status. Specialists are expected to provide end to end white glove service ownership with point of call resolution, partnership, research, and proactive support. This enhanced service model is built to align with business needs and financial center goals which drive sales, associate/client satisfaction, and efficiencies.  Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with the financial center associate. The team is responsible for demonstrating the highest standard of service for every interaction.

Responsibilities/Position Summary

  • Provide Financial Center associates with accurate information by keeping abreast of Medallion procedures
  • Deliver complete and concise explanations to inquiries made via inbound calls
  • Effectively resolve associate questions and research requests while proactively identifying additional needs and opportunities to enhance the relationship
  • Provide point of call resolution for issues
  • Demonstrate excellent verbal, written and listening skills, knowledge of products and services, integrity and ability to work as part of a team
  • Foster collaborative relationships within and across business units
  • Understand and demonstrate cultural awareness
  • Anticipate and understand client needs
  • Provide end to end ownership and follow up for Medallion stamp requests in a case management capacity
  • Interface with associates and clients for intake, follow up, and general information about the program

We do NOT hire to specific shifts, candidate must be flexible. Phone gate is open 8:00 AM – 9:00 PM Monday-Friday and 8:30 AM – 5:00 PM Saturday. All times EST. (Saturdays rotational and typically once every 6 weeks)

Required Skills:

  • Strong client service skills
  • 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
  • Attention to detail and follow through on assignments
  • 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

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Medallion Specialists are responsible for providing Medallion Signature Guarantee stamps to Bank of America and Merrill clients for situations including third party transfers, ownership changes and account updates.  Associates are expected to process an intake request, handle and own cases to completion, and follow up with clients and financial center associates on latest status. Specialists are expected to provide end to end white glove service ownership with point of call resolution, partnership, research, and proactive support. This enhanced service model is built to align with business needs and financial center goals which drive sales, associate/client satisfaction, and efficiencies.  Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with the financial center associate. The team is responsible for demonstrating the highest standard of service for every interaction.

Responsibilities/Position Summary

  • Provide Financial Center associates with accurate information by keeping abreast of Medallion procedures
  • Deliver complete and concise explanations to inquiries made via inbound calls
  • Effectively resolve associate questions and research requests while proactively identifying additional needs and opportunities to enhance the relationship
  • Provide point of call resolution for issues
  • Demonstrate excellent verbal, written and listening skills, knowledge of products and services, integrity and ability to work as part of a team
  • Foster collaborative relationships within and across business units
  • Understand and demonstrate cultural awareness
  • Anticipate and understand client needs
  • Provide end to end ownership and follow up for Medallion stamp requests in a case management capacity
  • Interface with associates and clients for intake, follow up, and general information about the program

We do NOT hire to specific shifts, candidate must be flexible. Phone gate is open 8:00 AM – 9:00 PM Monday-Friday and 8:30 AM – 5:00 PM Saturday. All times EST. (Saturdays rotational and typically once every 6 weeks)

Required Skills:

  • Strong client service skills
  • 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
  • Attention to detail and follow through on assignments
  • 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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21061025

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Susie Madden

Referral Bonus:

0

Street Address

Primary Location:
2555 W CHANDLER BLVD, AZ, Chandler, 85224