Bank of America Wealth Management Client Services Representative in Jacksonville, Florida

Job Description:

Representatives will be providing service support for all Merrill Lynch GWIM brokerage and banking account products and service features through inbound calls from Advisory, MEAC and MESD clients regarding technical matters. The Representatives are required to have a broad knowledge of the financial industry and an understanding of Merrill Lynch’s brokerage product, services and technology. Representatives will also support clients utilizing the Working Capital Management Account (WCMA) and/or Business Investor Account (BIA) as well as clients with Merrill Lynch Card-related products. After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Representative will begin servicing inbound client contacts. Representatives may be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information, setting expectations and working with other support organizations to fulfill the request.

The Representatives are required to provide complete and accurate information regarding all of Merrill Lynch’s brokerage and Bank of America banking products and services including but not limited to:

  • Account balances, holdings and activity

  • Fund Transfers

  • Merrill Lynch Online log-on, passwords reset, navigation and other functionality or trouble shooting

  • Statement reconciliation

  • Visa activity/deferred debit and rewards program rules and benefits

  • Web Bill Payment

The incumbent must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to customer satisfaction and service ownership via observable call management behaviors. Representatives must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: handle time, adherence, service levels, quality monitoring, call tracking) that are utilized to evaluate their performance.

Key Responsibilities include:

  • Handle incoming Wealth Management (and MEAC, MESD Tech calls) client calls utilizing professional telephone and problem solving skills

  • Support Merrill Lynch Online (MLOL) navigation and functionality including but not limited to linking of accounts to MLOL and statements, creating user friendly IDs, resetting client passwords, and providing technical support with connecting to the MLOL web-site and quicken downloads

  • Routine business account servicing including; Visa spending limit adjustment processing, card activations, PIN setups, stop payment processing, account maintenance

  • Responsible for ≥ 99.9 % accuracy in processing redemption transactions and adjustments on Visa Signature and Merrill + Credit Card accounts to prevent negative financial impact to the client and/or Merrill Lynch and their partners

Additional Job Competencies:

In addition, the incumbent is expected to demonstrate the following competencies including, but not limited to:

  • Professional Demeanor: Ability to conduct oneself with patience, composure, and appropriate attitude

  • Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client’s requests

  • Problem Solving and Decision Making Skills: Use good research and problem solving skills; know where to go to resolve problems

  • Initiative:Demonstrate a “self-starter” behavior and a willingness to help others

  • Communication Skills: Communicate effectively, actively listen and follow-up with questions and updates to involved parties

Posting Date : 06/12/2017

Location : US-FL-Jacksonville

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

Weekly Schedule : Monday - Friday 8am-5pm

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