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Client Services Representative

Job Description:

Role Overview
As a Wealth Management Client Services Representative, you will be working in an inbound contact center providing exceptional service to our Merrill Lynch clients regarding banking and brokerage products, cards, small business products, home loans and/or online banking.

What you ll do
As a Wealth Management Client Services Representative your primary responsibility will be educating, promoting and guiding clients through our online and mobile self-service capabilities at every opportunity. Additional responsibilities include, but are not limited, to:
Providing clients with clear, complete and accurate responses to their questions and inquiries at point of call
Effectively managing risk by accurately authenticating clients, fully adhering to policy/procedures and proactively identifying and escalating potential/emerging risks
Error-free and timely processing of client requests (i. e. stop payments, transfers, account maintenance, card activation, account linking etc.)
Navigating through multiple applications and tools to understand policy/procedures, gain clarity on various products/services and research and resolve issues with client accounts
Owning the customer experience and continuously seeking opportunities for improvement

Required Skills & Experience
Must demonstrate the ability to effectively promote and verbally navigate clients through online and mobile self-service options
Experience verbally delivering complex information clearly, concisely and understandable to the client/recipient, while quickly establishing rapport and exuding positivity and confidence
Must possess the skills to navigate between multiple screens and keep the client fully engaged, while quickly and accurately typing relevant notes and information
Experience effectively deescalating customer concerns
Must have experience with gathering, absorbing and using facts/information to make effective decisions and develop sustainable solutions to problems/issues
Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies and procedures
Must be disciplined, focused and committed to identifying and escalating risks, providing an exceptional customer experience, delivering quality work and seeking process improvement opportunities
Must be flexible to work first, second or third shift including Saturdays and Sundays

Desired Skills & Experience
Understanding of terminology for banking and brokerage products, cards, small business products, home loans and/or online banking
Inbound call center experience



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