Wealth Management Field Support- Client Service Representative

Job Description:

• Job Description Summary

Associate is accountable for providing quality customer service support within their business unit for some Advisory, FAC and MLD clients requesting retail, retirement and brokerage account products/ service features through inbound calls or emails utilizing professional oral, written and problem solving skills. Accountabilities include but are not limited to providing account balances and activity, deposit rates, checking information, internal systems assistance, explaining and processing transactions. Recommend some previous experience in the customer service field but not required. Elevated service issues handled by experienced associates or above.

• Job Description

As a Wealth Management Field Support Representative you will work in an inbound contact center taking approximately 40-60 calls daily, providing exceptional service to Merrill Lynch Client Associates, Financial Advisors, Private Banking business partners on a variety of banking and investment needs.

What you’ll do:

• Effectively educate, promote and guide field partners through our online and mobile self-service capabilities at every opportunity.
• Provide field partners with clear, complete and accurate responses to their questions and inquiries at point of call
• Manage risk by accurately authenticating internal callers, fully adhering to policy / procedures and proactively identifying and escalating potential risks
• Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research and resolve issues with client accounts
• Display passion, commitment and deliver an experience that improves our customers’ financial lives
• Establishing strong working relationships and effective partnerships with Merrill Lynch Service Network, Operations, and Banking Fulfillment Partners

• Additional Job Description

Required skills:

• Must demonstrate the ability to effectively promote and verbally navigate field partners through online and mobile self-service options
• Experience verbally delivering complex information clearly, concisely and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
• Must possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system
• Must have experience with gathering, absorbing and using facts / information to make effective decisions and develop sustainable solutions to problems and deescalate issues
• Demonstrates ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies and procedures
• Proven experience fully adhering to process, policies, procedures, laws and regulatory requirements during all interactions, while working in a fast paced production environment
• Must be available for 6 weeks of training scheduled Monday – Friday, 8:00 am – 5:00 pm
• Must be flexible to work various shifts; Monday – Friday, 8:00 am – 6:30 pm EST; 40 hours per week

This role works out of the office but may be asked to work at home and/or be remote at times. You will need the following when working from home:

• Internet Service Provider at home (no public WiFi or Internet)
• Sufficient room to set up a laptop, monitors, keyboard and mouse
• Comfortable space to work for a full shift
• Quiet, private and SECURE space in which to work

Desired skills:

• Understanding of terminology for banking and brokerage accounts, cards, small business accounts, home loans and / or online banking
• Inbound call center experience
• Customer Service experience

Enterprise Job Description:

Associate is accountable for providing quality customer service support within their business unit for some Advisory, FAC and MLD clients requesting retail, retirement and brokerage account products/ service features through inbound calls or emails utilizing professional oral, written and problem solving skills. Accountabilities include but are not limited to providing account balances and activity, deposit rates, checking information, internal systems assistance, explaining and processing transactions. Recommend some previous experience in the customer service field but not required. Elevated service issues handled by experienced associates or above.