Wealth Management Field Services - Operations Analyst - Alternative Investments

Bank of America•Jacksonville, FL

7d•$26 - $34•Onsite

About The Position

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in 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 help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America. Merrill is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused. Job Description: This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy. The Wealth Management Field Support - Alternative Investments (Alts) Operations Analyst position is critical to providing consultative and operational support to the Merrill Lynch Branch Office Network (including Private Bank and Private Wealth) regarding Alternative Investment products support. This role is a critical component of the business’ subject matter expertise and relationship management with operational business partners. Responsible for the analysis and resolution of moderately complex issues and initiatives requiring exception handling and working with multiple operational and/or product specialists to resolve.

Requirements

2+ years industry experience
Sound Problem Solving and Decision-Making Skills; use good research and problem-solving skills and know where to go to resolve problems
Demonstrate patience, composure, positive attitude, and client service attitude
Customer service experience and ability to sympathize and empathize with clients wants, needs and concerns
Strong work ethic and a commitment to teamwork
Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with probing questions and updates to involved parties
Identify opportunities for process improvement and contribute to enhancing overall customer satisfaction.

Nice To Haves

College degree preferred
Time management skills
Skills: Account Management Customer and Client Focus Issue Management Oral Communications Active Listening Adaptability Problem Solving Risk Management Attention to Detail Business Acumen Valuation Ethics and Practice Standards

Responsibilities

Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access
Provide consultative and tutorial support to business partners for Alts products processes for point of call resolution
Demonstrate a deep understanding of our products/services to address business partner queries accurately
Collaborate with cross-functional teams to escalate and resolve complex issues.
Maintain a positive and professional demeanor, ensuring excellent customer experiences.
Identify opportunities for process improvement and contribute to enhancing overall client satisfaction.

Benefits

We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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