Customer Service Generalist

Job Description:

The Distribution Generalist will be responsible for providing world class service to our Bank of America/Merrill clients and/or Internal Sales Partners via inbound and outbound calls, as well as processing financial service requests accurately and in a timely fashion.  They must consistently demonstrate excellent verbal and written skills and display a strong commitment to customer satisfaction and service ownership.  All associates must also exhibit a cooperative and professional work ethic and team oriented behaviors to ensure organizational success

Additional job competencies:

• 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 request
• Problem Solving and Decision Making Skills: Ability to think analytically and effectively manage risk using strong research skills, applying best practices and leveraging past experiences to resolve problems
• Ability to handle escalated problems
• Initiative: Willingness and ability to play an active role in identifying and implementing process improvements as well as a willingness to help others

Required Skills:

• Strong focus on delivering excellent client experience
• Positive demeanor and a commitment to quality work
• Must demonstrate to pay attention to detail
• Ability to handle escalated problems
• Ability to multi-task

Desired Skills:

• College degree preferred
• Customer Service and/or call center experience preferred
• Knowledge of Merrill systems, products and applications

Enterprise Job Description:

Processes routine/standard transactions according to established procedures and prescribed processes in support of Merrill. Daily responsibilities will cover one or more operations functional areas such as: analyses, report generation, opening new accounts, trade processing, payment processing, data entry, etc. Provides quality service and effective and efficient operations support for the assigned areas internal business partners and/or external customers and clients. 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. May assist with phone calls, email boxes and processing queues. May provide advice and assist with training for less experienced team members. Required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information and setting expectations to fulfill the request. Individuals at this level are expected to use some independence of thought but to refer more complex problems to Operations Team Manager and/or Supervisor.

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