Merrill Edge Virtual Client Associate Team Manager - Lincoln, RI.

Position Description

Virtual Client Associate is a multi-site service centerlocated in Lincoln, RI and Hopewell, NJ that handles account maintenanceinquiries for Financial Solutions Advisors supporting the Merrill Edge AdvisoryCenter >$50K (Premier, Platinum Relationship Foundation) and the MerrillEdge Self-Directed Premier Elite client segments. The goal of Virtual ClientAssociate is to provide a differentiated "white glove" experience throughexclusive service, point of call resolution, and end-to-end ownership. Teammanagers are responsible for the day to day performance of the call centerteams, monitoring and providing coaching and motivation to associates to ensurethey provide FSAs and their clients with a positive experience with VCA.

Responsibilities

Manages a team of Virtual Client Associate Customer Serviceassociates

Monitors call levels and trends in order to maximizeefficiencies, manage risk/minimize exposure, and makes recommendations forimprovement

Coaches, trains, and motivates all associates, and places ahigh emphasis on employee personal development

Leads quality initiatives. Resolves escalated issues andoffers to solutions to client problems

May work with other line managers to improve processes thatimpact both the client and associate experience. Initiates process improvementsand sees them through to resolution

Ensures complete and efficient FSA / client interactions

Maintains strong communication with MEAC and MESD leadershipteams to maintain and improve the associate and client experience

Ability to adjust rapidly to changing demands and priorities

Enterprise Job Description:

Manages a medium-large segment or multiple related units in aGWIM support operations function for one or more product areas such as funds transfer,collateral mgt/margins, corporate actions, static data/data management,control, trader support, clearance/settlement, documentation/confirmations,customer service, new accounts, client valuations, document processing orstatement/billing processing. Manages operations functions that typically havea high level of regulatory risk, monetary exposure and loss potential due totransaction size and daily production windows, which can impact clientrelationships. Manages daily activities and ensures adherence to operatingprocedures and regulatory requirements. Develops and implements new processesand procedures to improve operating efficiency, timeliness and workflowcoordination. Performs management functions such as hiring, training,performance planning, coaching, and disciplinary action. May haveresponsibility or provides input for budget/expense management, reporting and forecasting.Requires full knowledge of operations management with prior operationsmanagement experience in the specific functional/product area managed. Thisassociate regularly interacts with business partners and their support groups(Compliance, Audit, Finance, etc.), as well as external clients. Generally 5-7years or more experience is preferred.

Required

Series 7, 66, 9 & 10 highly preferred, opportunity to obtain while in role.

Must be client and associate focused

Must use sound judgment and be able to make good business decisions for shareholders and clients

Proven ability to coach and motivate others

Excellent communication and written skills

2 to 3 years of leadership experience desired

Lives the Bank of America Core Values: delivers for clients and shareholders, trusts in the team, embraces the power of our people, acts responsibility and promotes opportunity

Knowledge of Merrill Edge systems and clients a plus