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Retirement and Benefits Contact Center Client Servicing Representative

Bank of America

Bank of America

This job is no longer accepting applications

See open jobs at Bank of America.
Accounting & Finance
Chandler, AZ, USA
Posted on Tuesday, February 13, 2024

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! Job Summary:

Associate is accountable 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.

Job Description:

As a Retirement Benefits Client Services Representative (CSR) you’ll work in an inbound contact center serving our Merrill clients who participate in corporate-sponsored retirement and benefit plans (e.g., defined contribution, defined benefit, health savings accounts, flexible spending account, non-qualified deferred compensation, and equity award service plans).

What you’ll do:

As a Retirement Benefits representative you will provide first-call resolution and will be responsible for:

* Providing clients with clear information and specific details on their retirement and benefit plans

* Error-free processing of financial transactions including stock, money market and mutual fund trades

* Guiding client’s step by step through how to execute various transactions on their accounts (i.e., filing a claim, ordering debit cards, password resets, suspend lost/stolen cards locating statement or tax documents etc.)

* Demonstrating professionalism, trust, and teamwork

* Navigating through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information to clients’ questions and inquiries

* Proactively identifying and escalating risks and seeking opportunities to improve the customer experience

* Effectively migrating clients to on-line and self-service delivery channels that enable 24/7 account access

* Establishing strong working relationships and effective partnerships with Merrill Lynch Service Network, Operations, and Banking Fulfillment Partners

Required skills:

* Minimum one year experience verbally delivering complex information clearly, concisely and with empathy, while quickly establishing trust and exuding positivity and confidence

* Must possess the skills to navigate between multiple screens and keep the client/recipient fully engaged, while quickly and accurately typing relevant notes and information

* Proven ability to handle professionally and tactfully confrontational and/or stressful interactions

* Demonstrated written communication skills with the ability to type error-free, clear, descriptive, and succinct instructions and responses, while being proficient on the keyboard

* Proven experience with effectively reviewing documentation/files, quickly identifying errors, and taking action to resolve the errors

* Must have experience gathering, absorbing, and using facts/information to make effective and timely decisions

* Demonstrated ability to quickly learn, adapt and become highly efficient on new and/or changing systems, applications, policies, and procedures

* Must be able to succeed in an environment in which you are constantly being held accountable for metrics

Desired skills:

* Experience working in a client focus environment

* Knowledge of financial terms and concepts

* Understanding of retirement plans and products


1st shift (United States of America)

Hours Per Week:


This job is no longer accepting applications

See open jobs at Bank of America.