Online Account Opening Specialist - Operations Specialist
About The Position
This job is responsible for providing quality service and efficient operations support for the assigned areas, internal business partners, and external customers and clients. Key responsibilities include providing clients with accurate information by keeping abreast of procedures and demonstrating the ability to provide complete and concise explanations to inquiries made from all levels of personnel. Job expectations include focusing on more complex processes. Online Account Opening Specialists are critical to the development and growth of the business through the onboarding of new digital accounts. They drive exceptional client care at the inception of the client relationship.
Requirements
- Demonstrated ability to consistently meet or exceed established performance, productivity, quality, and service-level scorecard metrics in a fast-paced, metrics-driven environment.
- Proven ability to balance client needs, quality standards, and business objectives
- Ability to multi-task and independently prioritize his/her workload
- Ability to deliver high quality partner support, stressing partner/client needs, problem resolution, and service/product knowledge, contact center call management
- A cooperative and professional work attitude
- Capability to efficiently deliver under stress and high volume
- Strong organizational skills, time management and quality/production metric goals
- Interpret Relevant Policies, Procedures, Laws, Rules, and Regulations as applicable to cases
- Strong analytical thinking, negotiation and problem-solving skills
- Critical thinking, Innovative thinking
- Ability to foster collaborative relationships within and across business units
- Attention to detail
- Personal end-to-end ownership of task resolution
- Excellent verbal, written and active listening, customer and client focus
- Application of sound judgment and enterprise-wide mindset in making decisions
- Understanding and demonstration of cultural awareness, integrity and ability to work as part of team
Nice To Haves
- Some Customer Service and/or call center experience preferred
- Knowledge of Merrill systems, products and applications preferred
Responsibilities
- Review and remediation of account applications that are submitted online via MerillEdge.com
- Review client information for completeness and client verification via the firms policies and procedures
- Follow up with clients, gathering additional information, and setting expectations to fulfill the request
- Deliver high quality customer service, while demonstrating strong client focus, product knowledge
- Keen attention to detail and problem resolution
- Provide internal and external clients with accurate information by keeping abreast of procedures
- Ability to provide complete and concise explanations to inquiries made from all levels of personnel.
- Processes transactions according to established procedures and prescribed processes required
- Demonstrates operational discipline while handling complex and diverse operational functions
- Covers one or more operations functional areas, such as analyses, report generation, opening new accounts, trade processing, payment processing, and data entry
- Assists with phone calls, email boxes, and processing queues
Benefits
- Access to paid time off
- Resources and support to our employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
