Client Service Representative - Merrill Wealth Management

Bank of America • Jacksonville, FL

1d • Onsite

About The Position

Merrill Wealth Management is a provider of wealth management and investment products and services. This role provides customer service to clients in an inbound call center, receiving calls from clients, branch offices, banking centers, and internal associates. The representative follows bank policies and procedures, uses critical thinking to determine appropriate resolutions, performs account maintenance, and resolves client requests accurately and promptly while demonstrating empathy.

The role requires navigating multiple applications, systems, tools, and resources to respond to inquiries about retail, retirement, and brokerage accounts; handling complex or escalated account inquiries; authenticating clients and identifying potential risk; and helping clients use online and self-service channels. Merrill describes its workplace culture as in-office, with role-specific flexibility based on responsibilities and business needs. The position is 40 hours per week, with first- and second-shift openings; the stated shift is first shift.

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, 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 complete and accurate information about retail, retirement, and brokerage account inquiries.
• Handle escalated and complex account inquiries with care, resolving concerns promptly and providing exceptional customer service.
• Manage risk by accurately authenticating clients, adhering to policies and procedures, and proactively identifying and escalating potential risks.
• Communicate effectively, showing empathy and professionalism in client interactions.
• Use multiple systems to guide clients to online and self-service channels for constant account access.

What This Job Offers

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