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Client Service Representative

Jacksonville, Florida

Job Description:

WMCS Associates will provide service support for all Bank of America / Merrill Lynch GWIM products and service features through inbound calls from Advisory clients regarding their accounts. The Associates are required to have a broad knowledge of the financial industry and an understanding of Bank of America and Merrill Lynch’s products, services and technology. Products currently being supports include Deposits, Brokerage, Credit Card, My Merrill, Online Banking, Small Business and Home Loans. May be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information , setting expectations and working with other support organizations to fulfill the request. Adheres to establish service level agreements. May handle escalated issues by successfully navigating the organization to resolve customer requests. Is accountable for the successful resolution of all customer requests.  After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the WMCS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding all Bank of America banking products and services including but not limited to:
General account information including balances, holdings and activity
Merrill Lynch/Bank of America website log-on, passwords reset, navigation and other functionality or troubleshooting
Card rewards information and redemptions
Movement of money between accounts both inside and outside the Bank
The candidate must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to customer satisfaction and service ownership via observable call management behaviors.  Client Solutions Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: adherence, service levels, client satisfaction) that are utilized to evaluate their performance.

Required skills:

  • Handle incoming Wealth Management client calls utilizing professional telephone and problem solving skills
  • Provide home loan account information, including but not limited account balances, payments and general activity questions
  • Explain content, format and activity on monthly and quarterly statement. Assist client with reconciliations of monthly activity
  • Consistently achieve minimal or beyond expectations for performance metrics and quality standards

Additional Job Competencies:
 In addition, the incumbent is expected to demonstrate the following competencies.  They include, but are not limited to:

  • Professional Demeanor: Demonstrating patience, composure, and client service attitude.
  • Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client’s requests.
  • Problem Solving and Decision Making Skills: Use good research and problem solving skills; know where to go to resolve problems.

Job Band:

H7

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

WMCS Associates will provide service support for all Bank of America / Merrill Lynch GWIM products and service features through inbound calls from Advisory clients regarding their accounts. The Associates are required to have a broad knowledge of the financial industry and an understanding of Bank of America and Merrill Lynch’s products, services and technology. Products currently being supports include Deposits, Brokerage, Credit Card, My Merrill, Online Banking, Small Business and Home Loans. May be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information , setting expectations and working with other support organizations to fulfill the request. Adheres to establish service level agreements. May handle escalated issues by successfully navigating the organization to resolve customer requests. Is accountable for the successful resolution of all customer requests.  After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the WMCS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding all Bank of America banking products and services including but not limited to:
General account information including balances, holdings and activity
Merrill Lynch/Bank of America website log-on, passwords reset, navigation and other functionality or troubleshooting
Card rewards information and redemptions
Movement of money between accounts both inside and outside the Bank
The candidate must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to customer satisfaction and service ownership via observable call management behaviors.  Client Solutions Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: adherence, service levels, client satisfaction) that are utilized to evaluate their performance.

Required skills:

  • Handle incoming Wealth Management client calls utilizing professional telephone and problem solving skills
  • Provide home loan account information, including but not limited account balances, payments and general activity questions
  • Explain content, format and activity on monthly and quarterly statement. Assist client with reconciliations of monthly activity
  • Consistently achieve minimal or beyond expectations for performance metrics and quality standards

Additional Job Competencies:
 In addition, the incumbent is expected to demonstrate the following competencies.  They include, but are not limited to:

  • Professional Demeanor: Demonstrating patience, composure, and client service attitude.
  • Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client’s requests.
  • Problem Solving and Decision Making Skills: Use good research and problem solving skills; know where to go to resolve problems.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21082160

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

JohnPaul Urquidez

Referral Bonus:

0

Street Address

Primary Location:
4803 DEER LAKE DR W, FL, Jacksonville, 32246