Client Service Representative - Wealth Managment Field Support

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Job Summary:

Associate is accountable for providing quality customer service support within their business unit for some Advisory, FAC and MLD clients requesting retail, retirement and brokerage account products/ service features through inbound calls or emails utilizing professional oral, written and problem-solving skills. Accountabilities include but are not limited to providing account balances and activity, deposit rates, checking information, internal systems assistance, explaining and processing transactions. Recommend some previous experience in the customer service field but not required. Elevated service issues handled by experienced associates or above.

Job Description:

As a Wealth Management Client Services Representative, you will work in an inbound contact center providing exceptional service to our Merrill Wealth Management clients regarding their accounts which may include but is not limited to credit and debit cards and small business accounts. Client Services Representatives will handle inbound calls from clients, branch offices, banking centers, and various internal associates. CSR’s must handle all scenarios within the bank's policies and procedures. The expectation of a CSR is to be actively engaged in a conversation with our client or internal partner while accurately processing through various systems in a timely and efficient manner. Associates must be able to think critically to determine the best course of action to solve the issue at hand.

Key Responsibilities include:

• Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
• Effectively educate, promote, and guide field partners through our online and mobile self-service capabilities at every opportunity.
• Provide field partners with clear, complete, and accurate responses to their questions and inquiries at point of call
• Manage risk by accurately authenticating internal callers, fully adhering to policy / procedures, and proactively identifying and escalating potential risks
• Navigate through multiple applications and tools to understand policy / procedures, gain clarity on various products / services and research, and resolve issues with client accounts
• Display passion, commitment and deliver an experience that improves our customers’ financial lives
• Establishing strong working relationships and effective partnerships with Merrill Lynch Service Network, Operations, and Banking Fulfillment Partners

Required skills:

• Must demonstrate the ability to effectively promote and verbally navigate field partners through online and mobile self-service options
• Experience verbally delivering complex information clearly, concisely, and understandable to the client, while quickly establishing rapport and exuding positivity and confidence
• Must possess the skills to navigate between multiple screens, keep the client fully engaged and manage call time, while quickly and accurately typing relevant notes and processing information in the system
• Must have experience with gathering, absorbing, and using facts / information to make effective decisions and develop sustainable solutions to problems and deescalate issues
• Demonstrates ability to quickly learn, adapt and become highly efficient on new and / or changing systems, applications, policies, and procedures
• Proven experience fully adhering to process, policies, procedures, laws, and regulatory requirements during all interactions, while working in a fast-paced production environment
• Must be flexible to work various shifts; Monday – Friday, 8:30 am – 6:30 pm EST; 40 hours per week

Desired skills:

• Experience working in a client focus environment
• Knowledge of financial terms and concepts
• Understanding of retirement plans and products

Shift:

Hours Per Week: