Client/Customer Support Rep

Job Description Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance. Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America. Merrill is committed to an in-office culture that supports collaboration, engagement, and career development.

The role is responsible for providing exceptional customer service to clients in an inbound call center environment. The key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Responsibilities include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information.

Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service.

Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk.

Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access.

Required Qualifications Must be a current Year Up United intern with Bank of America.

High School Diploma / GED / Secondary School or equivalent.

Desired Qualifications Currently holds or is pursuing a Bachelor's Degree.

Experience in a call center and/or a financial/banking center.

Customer service experience.

Skills Account Management

Customer and Client Focus

Risk Management

Shift & Work Hours Shift: 1st shift (United States of America). Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Pay & Benefits Pay Range: $25.00 - $30.00 hourly pay, offers to be determined based on experience, education and skill set.