Client Service Representative - Merrill Wealth Management
About The Position
Merrill Wealth Management provides wealth management and investment products and services to individuals, companies, and institutions. Its advisory teams offer goals-based wealth management, including planning for retirement, education, legacy, and other life goals. Merrill combines investment insights with the banking convenience of Bank of America and promotes an in-office culture centered on collaboration, engagement, and career development, with role-specific flexibility based on responsibilities and business needs. The Client Service Representative provides exceptional customer service in an inbound call center environment. The role receives calls from clients, branch offices, banking centers, and internal associates, follows bank policies and procedures, and uses critical thinking to resolve issues. It provides account maintenance and timely, accurate responses to client requests with empathy. As part of WM Field Services and the Merrill Service Network, the role supports Financial Advisors and Client Associates with account opening and maintenance, monetary transactions, asset transfers, platform support, and complex operational inquiries. Team members guide users through processes and platforms, troubleshoot issues, and connect the field with solutions that support efficient service and a strong client experience.
Requirements
- At least 1 year of customer service experience.
- Ability to learn and adapt to new information and technology platforms.
- Flexibility to work various shifts, which may include a weekend day.
- High school diploma, GED, secondary school qualification, or equivalent.
- 40 hours per week.
Nice To Haves
- Currently holds or is pursuing a bachelor's degree.
- Experience in a call center and/or financial or banking center.
- Strong computer application skills, including proficiency with Microsoft Word, Excel, PowerPoint, and Salesforce.
Responsibilities
- Navigate applications, systems, tools, and resources to provide complete and accurate information about retail, retirement, and brokerage account inquiries.
- Handle escalated and complex account inquiries with care, resolving concerns promptly and delivering exceptional customer service.
- Manage risk by accurately authenticating clients, following policies and procedures, and proactively identifying and escalating potential risks.
- Communicate effectively, with empathy and professionalism, during client interactions.
- Use multiple systems to migrate clients to online and self-service delivery channels that enable continuous account access.
- Receive inbound calls from clients, branch offices, banking centers, and internal associates; assess issues and determine appropriate resolutions.
- Provide appropriate account maintenance and resolve client requests accurately and in a timely manner.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
