5 days old

Client Service Representative

Pennington, NJ 08534
**Job Description:**

Associate is responsible for providing quality customer service support within their business unit for some Advisory, FAC and MLD clients requesting retail, retirement and brokerage account products/ service features through inbound calls or emails utilizing professional oral, written and problem solving skills. Accountabilities include but are not limited to providing account balances and activity, deposit rates, checking information, internal systems assistance, explaining and processing transactions. Recommend some previous experience in the customer service field but not required. Elevated service issues handled by experienced associates or above. BA degree preferred.

Associates 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 Associates are required to have a broad knowledge of the financial industry and an understanding of Merrill Lynchs brokerage product, services and technology. Associates 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 Associate will begin servicing inbound client contacts. Associates 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 Associates are required to provide complete and accurate information regarding all of Merrill Lynchs 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. Associates 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.

Job responsibilities:

+ 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:

+ 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 clients 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

**Required skills:**

+ Must be flexible to work 5 days per week, Saturday's are required. Work hours could fall anytime between 7:00am and 8PM (Monday thru Friday) and between 5am and 7pm on Saturdays

**Desired skills:**

+ College Degree preferred

**Posting Date** : 08/07/2018

**Location** :


- United States

**Travel** : No

**Full / Part-time** : Full time

**Hours Per Week** : 37.5

**Shift** : 1st shift

**Assistance for Applicants with Disabilities**

Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .

**Diversity & Inclusion**

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

**Frequently Asked Questions**

Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.

Success begins with building relationships.

At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.

Welcome to Careers at Bank of America.

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Client Service Representative

Bank of America
Pennington, NJ 08534

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