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Client Service Representative

Jacksonville, Florida;

Job Description:

Role Overview

As a Retirement Benefits Client Services Representative (CSR) you’ll work in an inbound contact center serving our Merrill clients who participate in corporate-sponsored retirement and benefit plans (e.g. defined contribution, defined benefit, non-qualified deferred compensation and equity award service plans).

What you’ll do

As a Retirement Benefits representative you will provide first-call resolution and will be responsible for:

Providing clients with clear information and specific details on their retirement and benefit plans
Error-free processing of financial transactions including stock, money market and mutual fund trades
 
Demonstrating professionalism, trust and teamwork
Navigating through multiple applications, systems, tools and resources to clearly articulate complete and accurate information to clients’ questions and inquiries
Proactively identifying and escalating risks and seeking opportunities to improve the customer experience
Effectively migrating clients to on-line and self-service delivery channels that enable 24/7 account access

Required Skills & Experience (minimum qualifications)

  • Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
  • Proven ability to professionally and tactfully handle confrontational and/or stressful interactions
  • Demonstrated written communication skills with the ability to type error-free, clear, descriptive and succinct instructions and responses, while being proficient on the keyboard
  • Proven experience with effectively reviewing documentation/files, quickly identifying errors and taking action to resolve the errors
  • Must have experience gathering, absorbing and using facts/information to make effective and timely decisions
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
  • Must be able to succeed in an environment in which you are constantly being held accountable for metrics

Desired Skills & Experience

  • Experience working in a client focus environment
  • Knowledge of financial terms and concepts
  • Understanding of retirement plans and products

*Multiple Shifts Available*’

  • 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:

Multiple shifts available

Referral Bonus Amount:

0

Job Description:

Role Overview

As a Retirement Benefits Client Services Representative (CSR) you’ll work in an inbound contact center serving our Merrill clients who participate in corporate-sponsored retirement and benefit plans (e.g. defined contribution, defined benefit, non-qualified deferred compensation and equity award service plans).

What you’ll do

As a Retirement Benefits representative you will provide first-call resolution and will be responsible for:

Providing clients with clear information and specific details on their retirement and benefit plans
Error-free processing of financial transactions including stock, money market and mutual fund trades
 
Demonstrating professionalism, trust and teamwork
Navigating through multiple applications, systems, tools and resources to clearly articulate complete and accurate information to clients’ questions and inquiries
Proactively identifying and escalating risks and seeking opportunities to improve the customer experience
Effectively migrating clients to on-line and self-service delivery channels that enable 24/7 account access

Required Skills & Experience (minimum qualifications)

  • Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
  • Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
  • Proven ability to professionally and tactfully handle confrontational and/or stressful interactions
  • Demonstrated written communication skills with the ability to type error-free, clear, descriptive and succinct instructions and responses, while being proficient on the keyboard
  • Proven experience with effectively reviewing documentation/files, quickly identifying errors and taking action to resolve the errors
  • Must have experience gathering, absorbing and using facts/information to make effective and timely decisions
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
  • Must be able to succeed in an environment in which you are constantly being held accountable for metrics

Desired Skills & Experience

  • Experience working in a client focus environment
  • Knowledge of financial terms and concepts
  • Understanding of retirement plans and products

*Multiple Shifts Available*’

  • 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-21064954

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Amanda Lorenz

Referral Bonus:

0