Consumer Investments Client Services - Sr. Resolution Manager
About The Position
The Sr. Resolution Manager provides expert service resolution, research, and follow-up to clients who are experiencing a complex or exacerbated service need. The Sr. Resolution Manager uses analytical, problem-solving, and de-escalation skills to ensure client issues are fully resolved. As the central point for issue resolution within Client Services, the Sr. Resolution manager will resolve client needs through point of call resolution, client outreach, and active floor support for Client Services teammates, providing both reactive and proactive education to coach teammates on how to deliver a world class client experience. In addition to service resolution, the Sr. Resolution Manager utilizes their experience resolving client pain points as a starting point to identify and drive operational excellence initiatives to improve the overall client experience for Client Services. Through this role, the Sr. Resolution Manager has the opportunity to develop their project management leadership skills.
Requirements
- 1 year of experience after training completion.
- Series 7, 66 required.
- Ability to problem solve and find solutions in a self-sufficient manner.
- Ability to de-escalate and turn negative client experiences into positive ones.
- Expertise in service call handling, resolving complex issues.
- Ability to interface with partners in other businesses for issue resolution, while owning client contact.
- Collaborates effectively to get things done, building, and nurturing strong relationships.
- Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives.
- Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
- Is confident in identifying solutions for clients based on their needs and is an expert at resolving problems independently and/or while interfacing with other LOB partners (CIOS, MLSN, back office teams) for issue resolution while owning all client contact.
- Efficiently manages their time and capacity.
- Exceptional interpersonal communication skills with clients, teammates, and enterprise partners.
- Skilled at collaborating with a team, to meet deliverables in a fast past, ever changing environment.
Nice To Haves
- Basic trade knowledge
- Knowledge of the Merrill Edge website and platform
- Previous leadership experience, or strong ability to influence and motivate colleagues to improve their ability to deliver a world class client experience.
- Previous project management experience.
Responsibilities
- Provides expert service resolution, research, and follow-up to clients experiencing complex or exacerbated service needs.
- Uses analytical, problem-solving, and de-escalation skills to ensure client issues are fully resolved.
- Resolves client needs through point of call resolution, client outreach, and active floor support for Client Services teammates.
- Provides reactive and proactive education to coach teammates on delivering a world-class client experience.
- Identifies and drives operational excellence initiatives to improve the overall client experience for Client Services.
- Develops project management leadership skills.
Benefits
- Industry-leading benefits
- Access to paid time off
- Resources and support
- Discretionary incentive eligible
- Annual discretionary award based on performance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
