Bank of America CD IRA Customer Service & Sales Specialist II in Lincoln, Rhode Island

Job Description:

Position Description

Merrill Edge is among the fastest-growing brokerage firms in the industry. Merrill Edge brings together access to the banking convenience of Bank of America and investment capabilities of Merrill Lynch to simplify the financial lives of clients. Clients have a choice of managing their own investments using Merrill Edges online and mobile platforms or working with one of the Merrill Edge Financial Solutions Advisors in select Bank of America branches or over the phone to meet their financial goals.

The primary role of the Retirement Help Desk Unlicensed Specialist is to make clients aware of the breadth of services Bank of America offers to maximize their banking and investment relationships and achieve financial well-being. As part of Merrill Edge, these agents will act as the primary contact center team for our most valuable consumer clients by taking inbound calls in support of FDIC insured CD and IRA products. Retirement Help Desk Unlicensed Specialist will need to show empathy, educate, provide awareness, answer detailed questions, and sell new products and services to clients to help them see how Bank of America can help them achieve their financial goals .

Enterprise Role Overview

Provides customer solutions to moderately complex or escalated issues by providing seamless delivery of service, sales and/or fulfillment requests by answering calls, text messages or emails in a contact center environment. Requires knowledge of multiple products and ability to deepen or retain relationships through service and sales. May perform routine account-related transactions. Involves referring customers to the appropriate line of business for products not supported. May be required to solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request. May handle escalated issues by successfully navigating the organization to resolve customer requests. Routes, maintains and tracks outstanding servicing requests and provides thorough follow up. Accountable for the successful resolution of all customer requests. Typically requires 1-2 years ofexperience

Requirements :

  • At least 1 year of sales experience a plus

  • Experience assessing needs, identifying, and recommending services or solutions

  • Knowledge of banking products and services desired

  • Must be able to provide evidence of consultative communication and relationship building skills leading to client service, fulfillment and delight in previous roles

  • Proficient with technology and navigating in different programs

  • Self-motivated to achieve results

  • Excellent communication skills


  • Ability to work weekends, either rotating or set days as outlined in the job requisition

  • Ability to work evenings, either rotating or set days as outlined in the job requisition

  • A minimum of 1-2 years of experience in the Banking/Financial industry

  • A minimum of 1-3 years of experience working in a call center

  • A minimum of 1-3 years of experience working in customer relations

  • A minimum of 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures

Posting Date : 08/03/2017

Location : US-RI-Lincoln

Travel : No

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

Weekly Schedule : Monday- Friday 8am-9pm; Saturday 8am-8pm

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