Client Service Representative - Merrill Wealth Management

Bank of America • Jacksonville, FL

2d • Onsite

About The Position

Merrill Wealth Management provides goals-based wealth management and investment products and services to individuals, companies, and institutions. Its advisory teams help clients pursue their life goals through a personal relationship, investment advice, and access to Bank of America banking services.

This role provides customer service to clients in an inbound call center environment. The representative receives calls from clients, branch offices, banking centers, and internal associates, follows bank policies and procedures, and uses critical thinking to resolve issues. The position also provides 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 on client and account servicing, including account opening and maintenance, monetary transactions, asset transfers, platform support, and complex operational inquiries. Field Services teammates help navigate processes and platforms, troubleshoot issues, and connect the field with solutions.

Merrill describes its culture as in-office, supporting collaboration, engagement, and career development, with flexibility based on role-specific responsibilities and business needs. Employees currently working from home may apply, but selected candidates may be required to work onsite under the workplace excellence policy. First- and second-shift options are available; the stated shift is first shift, with 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.

Nice To Haves

• Currently holds or is pursuing a bachelor's degree.
• Experience in a call center and/or a 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 clear and accurate information about retail, retirement, and brokerage accounts.
• Handle escalated and complex account inquiries with care, resolving concerns promptly and delivering exceptional customer service.
• Manage risk by accurately authenticating clients, adhering to policies and procedures, and identifying and escalating potential risks.
• Communicate effectively, demonstrating empathy and professionalism in client interactions.
• Use multiple systems to migrate clients to online and self-service delivery channels that enable continuous 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