Client Service Representative - Merrill Wealth Management

Bank of America • Chandler, AZ

2d • Onsite

About The Position

Merrill Wealth Management is a provider of wealth management and investment products and services. This position supports clients in an inbound call center environment, receiving calls from clients, branch offices, banking centers, and internal associates. The representative uses critical thinking to determine appropriate solutions, completes account maintenance, and resolves client requests accurately and promptly while demonstrating empathy.

The role is part of WM Field Services, which supports Financial Advisors and Client Associates through the Merrill Service Network. The team provides guidance and operational expertise for client and account servicing, including account opening and maintenance, monetary transactions, asset transfers, platform support, and complex operational inquiries. Field Services teammates help colleagues navigate processes and platforms, troubleshoot issues, and connect with solutions that support efficient service and a strong client experience.

Merrill describes its workplace culture as in-office, supporting collaboration, engagement, and career development, with flexibility based on role-specific responsibilities and business needs. The posting indicates first and second shifts are available, identifies the listed shift as first shift, and states the position is 40 hours per week.

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, or equivalent.
• Skills include account management, customer and client focus, issue management, oral communication, active listening, adaptability, problem solving, risk management, attention to detail, business acumen, and valuation ethics and practice standards.

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 multiple applications, systems, tools, and resources to provide clear, 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 and demonstrate empathy and professionalism during client interactions.
• Use multiple systems to migrate clients to online and self-service channels that provide ongoing account access.
• Provide appropriate account maintenance and resolve client requests accurately and in a timely manner.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED