Description

Job Description:

Job Description

Operations experts are expected to process intake requests, handle and own cases from beginning to completion, and follow up with clients and Financial Center and home office associates. Provides end to end white glove service ownership with point of call resolution, partnership, research, and proactive support for the home office teams. This enhanced service model is built to align with business needs and goals which drive sales, associate and client satisfaction, and efficiencies. Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with all home office associates. The team handles on-boarding, funding, ongoing service, product, and sales support inquiries across the Merrill suite of products. Experts will be responsible for demonstrating the highest standard of service for every associate interaction.

This person will be expected to:

Act as the expert for front-line associates and at times, clients, as regards to Consumer Investments products, service, and operational processes
Handle complex issues related to Merrill service and products
Provide approvals to resolve customer inquiries and escalations
Focus on risk mitigation and policies and procedures to ensure exceptions and approvals are within the appropriate guidelines

Required Skills:

• Strong client service skills
  
• Anticipate and understand partner/client needs
  
• Ability to multi-task and independently prioritize his/her workload.
  
• Demonstrate a cooperative and professional work attitude
  
• Capable of multi-tasking and working efficiently under stress and high volume
  
• Strong organizational, time management and teamwork skills
  
• Strong analytical, negotiation and problem solving skills
  
• Attention to detail and follow through on assignments
  
• Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
  
• Demonstrate excellent verbal, written and listening skills
  
• Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
  

Desired skills:

• Customer Service and/or call center experience preferred
  
• Knowledge of Merrill systems, products and applications
  

Shift:
1st shift (United States of America)

Hours Per Week:
40