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Virtual Client Associate, Merrill Edge - Hopewell, NJ - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Pennington, New Jersey |
About this job
Position Description
The VCA Service Specialists are responsible for handling and resolving the complex service needs of the Merrill Edge Advisory Center's $50,000K client base. The VCA team will be responsible for demonstrating the highest standard of client service within every service interaction. This team will ensure accuracy, efficiency and sincerity with each client. The ongoing growth of MEAC service support within Middle Office will be achieved through the success of this team in providing first call resolution and end to end ownership of every service interaction. The VCA Service Specialist will leverage additional point of call (POC) functionality at their desktop aimed to increase first call resolution and immediate confirmation of service requests.
The VCA Services Specialist must possess an intense and committed focus on meeting client needs and always exceeding expectations. Specialists will be responsible for building and servicing relationships with clients, and capturing opportunities to engage MEAC FSAs for asset acquisition, asset growth and retention conversations. In addition, another vital element to the role will be establishing and building strong internal business partnerships to ensure a fluid, consistent process is in place across groups.
Enterprise Role Overview
Handles more complex escalated customer calls in order to resolve in the most satisfactory manner for all parties concerned. Call s are non-routine and require deviation from standard screens, scripts and procedures. May respond to faxes and emails. Requires extensive knowledge of the organization, products and/or services. Possesses high level of technical skills. May require advanced problem solving skills and involve cross selling or up selling other financial products. Typically requires 1 to 3 years of customer services experience.
Goals & Objectives:
Strive for one contact resolution of critical service requests
Differentiated "white glove" service treatment to the $50,000K MEAC client base
Increase overall client delight by providing exceptional service
Recognize opportunities to engage an FSA for further client conversations
Identify and recognize retention opportunities
Proactively manage existing service items to completion to ensure client satisfaction
Provide thorough and valid information to support the Merrill Edge client experience
Provide service contingency support to other phone gates including IC Service (client-facing) and Dedicated Field Support (Field Based FSA-facing).
Preferred Skills & Abilities:
Consistent top tier performance, with a commitment to an enhanced client-centric service experience
Series 7 & 66 is preferred. If unlicensed, we will provide the opportunity to obtain the Series 7 & 66.
Distinct customer service and relationship building skills
Strong analytical and organizational skills
Detail oriented, with good follow-up skills
Strong communications and interpersonal skills and the ability to work in a team environment
Ability to handle and expedite multiple tasks in a dynamic, fast-paced service environment
Strong business acumen with an in depth understanding and alignment to the Merrill Edge Advisory Center operating model and overall value proposition
Knowledge of the BAC, ML integration and platforms (US Trust, BAC, Advisory)
** We do NOT hire to specific shifts, candidate must be flexible. VCA team is open from 8:00 AM - 8:00 PM Monday-Friday ** Hours may be extended based on business need.
The VCA Service Specialists are responsible for handling and resolving the complex service needs of the Merrill Edge Advisory Center's $50,000K client base. The VCA team will be responsible for demonstrating the highest standard of client service within every service interaction. This team will ensure accuracy, efficiency and sincerity with each client. The ongoing growth of MEAC service support within Middle Office will be achieved through the success of this team in providing first call resolution and end to end ownership of every service interaction. The VCA Service Specialist will leverage additional point of call (POC) functionality at their desktop aimed to increase first call resolution and immediate confirmation of service requests.
The VCA Services Specialist must possess an intense and committed focus on meeting client needs and always exceeding expectations. Specialists will be responsible for building and servicing relationships with clients, and capturing opportunities to engage MEAC FSAs for asset acquisition, asset growth and retention conversations. In addition, another vital element to the role will be establishing and building strong internal business partnerships to ensure a fluid, consistent process is in place across groups.
Enterprise Role Overview
Handles more complex escalated customer calls in order to resolve in the most satisfactory manner for all parties concerned. Call s are non-routine and require deviation from standard screens, scripts and procedures. May respond to faxes and emails. Requires extensive knowledge of the organization, products and/or services. Possesses high level of technical skills. May require advanced problem solving skills and involve cross selling or up selling other financial products. Typically requires 1 to 3 years of customer services experience.
Goals & Objectives:
Strive for one contact resolution of critical service requests
Differentiated "white glove" service treatment to the $50,000K MEAC client base
Increase overall client delight by providing exceptional service
Recognize opportunities to engage an FSA for further client conversations
Identify and recognize retention opportunities
Proactively manage existing service items to completion to ensure client satisfaction
Provide thorough and valid information to support the Merrill Edge client experience
Provide service contingency support to other phone gates including IC Service (client-facing) and Dedicated Field Support (Field Based FSA-facing).
Preferred Skills & Abilities:
Consistent top tier performance, with a commitment to an enhanced client-centric service experience
Series 7 & 66 is preferred. If unlicensed, we will provide the opportunity to obtain the Series 7 & 66.
Distinct customer service and relationship building skills
Strong analytical and organizational skills
Detail oriented, with good follow-up skills
Strong communications and interpersonal skills and the ability to work in a team environment
Ability to handle and expedite multiple tasks in a dynamic, fast-paced service environment
Strong business acumen with an in depth understanding and alignment to the Merrill Edge Advisory Center operating model and overall value proposition
Knowledge of the BAC, ML integration and platforms (US Trust, BAC, Advisory)
** We do NOT hire to specific shifts, candidate must be flexible. VCA team is open from 8:00 AM - 8:00 PM Monday-Friday ** Hours may be extended based on business need.