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Ongoing Support Case Manager

Lincoln, Rhode Island

Job Description:

As an Ongoing Support Case Manager, you will provide 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. You may do proactive outreach to ensure client’s needs are met. Case Managers 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. They must deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. Specialists 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. In this role, you may also assist with phone calls, email boxes, processing queues, and with researching and resolving escalations. Additionally, you may assist management with process improvements and new initiatives to better the client experience as needed. Case Managers must be able to multi-task and independently prioritize work load.

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
  • Foster collaborative relationships within and across business units
  • 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
  • Apply sound judgment and enterprise-wide mindset in making decisions
  • Understand and demonstrate cultural awareness, integrity and ability to work as part of 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.

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

1000

Job Description:

As an Ongoing Support Case Manager, you will provide 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. You may do proactive outreach to ensure client’s needs are met. Case Managers 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. They must deliver high quality customer service, stressing client focus, product knowledge, and problem resolution. Specialists 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. In this role, you may also assist with phone calls, email boxes, processing queues, and with researching and resolving escalations. Additionally, you may assist management with process improvements and new initiatives to better the client experience as needed. Case Managers must be able to multi-task and independently prioritize work load.

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
  • Foster collaborative relationships within and across business units
  • 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
  • Apply sound judgment and enterprise-wide mindset in making decisions
  • Understand and demonstrate cultural awareness, integrity and ability to work as part of 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-21080727

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Susie Madden

Referral Bonus:

1000

Street Address

Primary Location:
670 GEORGE WASHINGTON HWY, RI, Lincoln, 02865