Customer Service Representative

Job Title: Customer Service Representative (Level III)

Locations: 1400 MERRILL LYNCH DR, Pennington, NJ 08534

Job Type: Contract - 12 Months

Description:

We are hiring Customer Service Representatives (Level III) for multiple opportunities within financial services operations. There are three different roles available under the same job title , each with a distinct focus: Financial Client Service, Client Account Services, and Retirement & Benefits Services.

Candidates will be considered for the role that best matches their professional experience and skill set.

Available Roles & Responsibilities

1. Financial Client Service

• Handle financial account inquiries from customers and internal business partners.
• Verify customer identities and research account balances, activity, and service-related issues.
• Navigate multiple applications to investigate and resolve account inquiries.
• Follow established policies, risk controls, and compliance procedures.
• Document interactions and escalate potential risks or complex issues when necessary.

Relevant experience: Banking, financial customer service, account inquiries, client authentication, and financial operations support.

2. Client Account Services

• Assist financial advisors and client associates with opening new accounts and maintaining existing accounts.
• Update account information and support enrollment in available account features.
• Review financial documents for completeness, accuracy, and compliance.
• Troubleshoot account setup issues and process-related errors.
• Coordinate follow-ups to obtain missing documentation or resolve outstanding requests.

Relevant experience: Brokerage operations, wealth management, investment account servicing, new account opening, and document review.

3. Retirement & Benefits Services

• Assist participants with inquiries related to 401(k), pension, and deferred compensation plans.
• Explain retirement account features, plan information, and transaction procedures.
• Guide participants through online and phone-based transactions.
• Process financial transactions accurately and within established timelines.
• Maintain documentation, follow quality controls, and escalate complex cases appropriately.

Relevant experience: Retirement services, 401(k) administration, pension support, employee benefits, and retirement plan customer service.

Required Qualifications

• Experience in customer service, financial services, banking, or operations support.
• Strong verbal and written communication skills.
• Excellent attention to detail, analytical thinking, and problem-solving abilities.
• Ability to navigate multiple systems and manage account-related requests.
• Understanding of documentation accuracy, established procedures, and service quality standards.

Relevant experience in brokerage, wealth management, retirement plans, or financial transaction processing is preferred, depending on the assigned role.

Work Schedule

Training: Monday–Friday, 9:00 AM–5:30 PM ET.

Possible post-training shifts, depending on the assigned role:

• 8:25 AM–4:55 PM ET
• 9:00 AM–5:30 PM ET
• 9:30 AM–6:00 PM ET
• 10:00 AM–6:30 PM ET
• 10:30 AM–7:00 PM ET

Final schedules are subject to business needs.

Additional Expectations

• On-site attendance is required during training in a virtual training environment.
• Reliable attendance and punctuality are essential.
• Candidates must follow established call-out procedures.
• Professional business-casual attire is required, including during interviews.
• Time off during training is discouraged.