Client Service Representative - Merrill Wealth Management
About The Position
Merrill Wealth Management provides wealth management and investment products and services for individuals, companies, and institutions. The organization offers goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance. Merrill’s Financial Advisors and Wealth Management Client Associates work with clients through personal advisory relationships, drawing on Merrill investment insights and Bank of America banking services. Merrill supports an in-office culture focused on collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. The Client Service Representative provides customer service to clients 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. The representative performs account maintenance and addresses client requests accurately and promptly while demonstrating empathy. Within WM Field Services, the position supports Financial Advisors and Client Associates through the Merrill Service Network. The team provides operational guidance for client and account servicing, including account opening and maintenance, monetary transactions, asset transfers, platform support, and complex operational inquiries. Representatives help field colleagues navigate processes and platforms, troubleshoot issues, and connect them 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, or equivalent.
- Skills in account management, customer and client focus, issue management, oral communication, active listening, adaptability, problem solving, risk management, attention to detail, business acumen, valuation, and 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, demonstrating empathy and professionalism in all client interactions.
- Use multiple systems to migrate clients to online and self-service channels that provide ongoing account access.
- Provide account maintenance and resolve client requests accurately and in a timely manner.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
