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:

Provide clients and internal partners with clear, complete, and accurate responses to their questions and inquiries at point of call
Deliver quality service by providing effective and efficient operations support for the assigned area's internal business partners and/or external customers and potential clients
Manage risk by accurately authenticating clients, fully adhering to policy / procedures and proactively identifying and escalating potential risk
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
Required Skills:

Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence
Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information
Strong analytical ability and organizational skills
Strong communications skills, great grammar, and the ability to communicate with management, peers, and clients
Proven ability to handle professionally and tactfully confrontational and/or stressful interactions and ability to de-escalate difficult client situations
Able to prioritize issues and handle several sensitive processes at once in a timely fashion
Must be able to work independently with minimal supervision, excellent decision-making skills, work for accuracy and must be able to meet deadlines
Customer service skills and the ability to resolve problems and prevent client dissatisfaction
Handling escalated clients and demonstrates the ability to de-escalate when possible
Ability to manage/direct multiple functions effectively while delivering results
Ability to demonstrate flexibility and work well under pressure in a fast paced, high call volume, and constant changing environment
Ability to handle confidential matters and sensitive information in a responsible manner
Desired skills:

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

1st shift (United States of America)
Hours Per Week:

40