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Client Service Representative

Jacksonville, Florida

Job Description:

Digital Tools Support provides branch office operational support for digital platforms including MyMerrill online and the mobile app.

The teammate's daily responsibilities will be to provide call resolution service for digital tools according to established procedures and prescribed processes in support of Wealth Management operations. Teammates are expected to provide quality service and effective operations support for the assigned areas, internal business partners, and clients. Individuals at this level are expected to be able to actively and skillfully conceptualize daily areas of opportunity as well as demonstrate the ability to make informed decisions.

Through this position, the teammate will gain the knowledge of fundamental concepts and proprietary program skills necessary to grow and expand a career at Bank of America Merrill Lynch.

As a Digital Tools Support representative you will be responsible for:

  • Assisting Merrill Lynch Branch Office partners with inquiries regarding the MyMerrill website and mobile app
  • Providing Merrill Lynch Branch Office partners with clear, complete and accurate responses to their questions and inquiries
  • Effectively managing risk by fully adhering to processes/policies/procedures and proactively identifying and escalating potential risks
  • Navigating through multiple applications and tools to understand processes/policy/procedures and research and resolve issues
  • Establishing strong working relationships and effective partnerships with Merrill Lynch Branch Office partners
  • Consistently meet expectations for performance metrics and quality standards.
  • May provide assistance with training for new hire teammates.

Required skills:

  • Proven experience verbally delivering complex information clearly, concisely and understandable to the client/recipient, 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
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
  • Strong interpersonal relationship skills and ability to work in a team-based environment
  • Flexibility to work a schedule that could range from a starting time of 8:30 AM to a closing time of 6:30 PM
  • Strong written communication skills
  • Ability to work closely with business partners across the team, Branch Office and the Merrill Lynch Service Network (MLSN)

Desired skills:

  • Banking and/or brokerage experience
  • Inbound call center experience

Initially you will be required to work from home and/or remotely in this role and will require the following:

  • Internet Service Provider at home (no public WiFi or Internet)
  • 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 - 6:30pm

Referral Bonus Amount:

0

Job Description:

Digital Tools Support provides branch office operational support for digital platforms including MyMerrill online and the mobile app.

The teammate's daily responsibilities will be to provide call resolution service for digital tools according to established procedures and prescribed processes in support of Wealth Management operations. Teammates are expected to provide quality service and effective operations support for the assigned areas, internal business partners, and clients. Individuals at this level are expected to be able to actively and skillfully conceptualize daily areas of opportunity as well as demonstrate the ability to make informed decisions.

Through this position, the teammate will gain the knowledge of fundamental concepts and proprietary program skills necessary to grow and expand a career at Bank of America Merrill Lynch.

As a Digital Tools Support representative you will be responsible for:

  • Assisting Merrill Lynch Branch Office partners with inquiries regarding the MyMerrill website and mobile app
  • Providing Merrill Lynch Branch Office partners with clear, complete and accurate responses to their questions and inquiries
  • Effectively managing risk by fully adhering to processes/policies/procedures and proactively identifying and escalating potential risks
  • Navigating through multiple applications and tools to understand processes/policy/procedures and research and resolve issues
  • Establishing strong working relationships and effective partnerships with Merrill Lynch Branch Office partners
  • Consistently meet expectations for performance metrics and quality standards.
  • May provide assistance with training for new hire teammates.

Required skills:

  • Proven experience verbally delivering complex information clearly, concisely and understandable to the client/recipient, 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
  • Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
  • Strong interpersonal relationship skills and ability to work in a team-based environment
  • Flexibility to work a schedule that could range from a starting time of 8:30 AM to a closing time of 6:30 PM
  • Strong written communication skills
  • Ability to work closely with business partners across the team, Branch Office and the Merrill Lynch Service Network (MLSN)

Desired skills:

  • Banking and/or brokerage experience
  • Inbound call center experience

Initially you will be required to work from home and/or remotely in this role and will require the following:

  • Internet Service Provider at home (no public WiFi or Internet)
  • 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-21082179

Band: H7

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

JohnPaul Urquidez

Referral Bonus:

0

Street Address

Primary Location:
4804 DEER LAKE DR E, FL, Jacksonville, 32246