Consumer Investments Client Services - Sr. Resolution Manager

Job Description 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. Required Qualifications Time required in job = 1 year from date training completed For internal employees; participation in a work from home posture does not make you ineligible to post. 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 Desired Qualifications 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 Skills Account Management Attention to Detail Customer and Client Focus Oral Communications Trading Active Listening Critical Thinking Decision Making Emotional Intelligence Result Orientation Client Experience Branding Client Solutions Advisory Prioritization Referral Identification Written Communications Shift 1st shift (United States of America) Hours Per Week 40 Pay Range $42.19 – $48.21 hourly pay, offers to be determined based on experience, education and skill set Discretionary Incentive Eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. Benefits This role is currently benefits eligible. We provide industry‑leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. #J-18808-Ljbffr Dormont Manufacturing Co