Customer Service Representative (Level III) - Tailored Management

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