Ongoing Support Case Manager

Job Description:

As an Operations Case Manager, you will provide white glove service to colleagues and clients on inquiries that are related to sensitive and crucial account changes. As a Case Manager you must have a desire to deliver high quality customer service, stressing client focus, product knowledge, and problem resolution.  This is a rewarding position where you are empowered to take ownership, facilitate paperwork and processes. You will be directly responsible for assisting clients in four specific areas of specialty.  These areas include Abandoned Property, Divorce, Power of Attorney and 529 Maintenance requests. Within these specialties you will assist with phone calls, email boxes, processing queues, and research and resolve escalations. 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. You will be required to do proactive outreach to account owners and third parties to ensure their needs are met, in most cases you will act as a liaison between third parties and clients, to ensure that both parties are aware of what documents are needed in order to remediate and complete their specific request/needs. They 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. There are strong opportunities to assist management with complex issues, process improvements, and new initiatives to better the client experience while developing leadership abilities.

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
• Strong communication skills, both written and verbal
• Ability to be flexible and open to change within the line of business

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.

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