Customer Service Representative (Level Iii)

Role: Financial Customer Service Representative
Locations: Chandler, AZ 85224 (2565 W CHANDLER BLVD)
Pay rate: $21.00/hr
Schedule:
Sun- Thurs 5pm - 1:30am MST
Sun- Thurs 5pm - 1:30am MST
Tues - Sat 5pm - 1:30am MST
Contract-to-hire: 12 months
***Opportunity for Extension/Conversion FTE depending on performance, attendance, and business need.
Target Start date: 06/24/2024

Job Description: The Wealth Management Client Care Customer Service Representative works in an inbound contact center environment, providing exceptional service to high-net-worth clients who have a full-service relationship with a Merrill Lynch Financial Advisor. Handling inquiries related to banking products and Merrill Lynch investment accounts, the representative assists clients with balance inquiries, account maintenance, online navigation/maintenance, and transaction research.

Key Responsibilities: Provide clear, complete, and accurate responses to client inquiries and questions at point of call
Deliver quality service by supporting internal business partners and external customers with effective and efficient operations
Manage risk by adhering to policies and procedures, accurately authenticating clients, and identifying and escalating potential risks
Navigate multiple applications and tools to understand policies, procedures, products, and services, and resolve issues with client accounts
Deliver an exceptional customer experience that improves clients' financial lives
Required Skills: Proficiency in navigating multiple screens while engaging clients and typing relevant notes accurately
Computer literacy with proficiency in Microsoft Outlook, Word, and PowerPoint
Flexibility to work well under pressure in a fast-paced, high call volume, and constantly changing call center environment
Excellent communication skills, including grammar, and ability to communicate effectively with management, peers, and clients
Strong customer service skills with the ability to resolve and de-escalate difficult situations with respect and poise
Positive attitude and willingness to embrace coaching for continuous improvement
Ability to handle confidential matters and sensitive information responsibly
Training: Classroom-style training led by a skilled trainer, typically lasting between 5-7 weeks
Four-week on-the-job training (OJT) provided with a certified mentor who is a subject matter expert