Customer Service Representative

Work Schedule & Training:

Training: Monday through Friday, 9:00 AM – 5:30 PM ET. Onsite virtual setting during training is required. Do not bring personal items such as blankets.

Post-Training Shifts (ET):

• Monday – Friday, 8:25 AM – 4:55 PM
• Monday – Friday, 9:30 AM – 6:00 PM
• Monday – Friday, 10:00 AM – 6:30 PM

Job Description

We are seeking a Customer Service Representative (Level III) to join our dynamic team within the WMFS MML department supporting MyMerrill clients. The ideal candidate will have strong experience in high-volume contact center environments, multi-system navigation, and Microsoft Office and a proven ability to resolve complex inquiries, de-escalate issues, and deliver accurate, client-focused guidance for MyMerrill.com and the mobile app.

Responsibilities:

• Provide front-line support for MyMerrill.com and the MyMerrill mobile app, from navigation to complex account linking.
• Accurately document interactions while navigating multiple systems and keeping clients engaged.
• Deliver clear, professional communication to clients, internal partners, and management.
• Resolve and de-escalate issues, ensuring client satisfaction and adherence to procedures.
• Handle confidential information with discretion and comply with security standards.
• Adhere to attendance, punctuality, dress code, and training requirements.

Required Skills & Qualifications:

• 2+ years of customer service experience in a fast-paced, high call volume environment.
• Proficiency navigating multiple screens/systems while typing accurate notes.
• Computer literacy with Microsoft Outlook, Word, and PowerPoint.
• Strong verbal and written communication with sound grammar and professionalism.
• Proven ability to de-escalate difficult situations and prevent dissatisfaction.
• Ability to work under pressure and adapt to change in a contact center setting.
• Demonstrated reliability, punctuality, and adherence to attendance policies.
• High integrity in handling confidential and sensitive information.

Preferred Skills:

• Experience supporting financial services digital platforms.
• Background in client service for online portals or mobile apps.

Candidate Expectations:

• Professional business casual dress code. Required for interviews and on the job.
• Adherence to attendance and punctuality standards. Use the designated call-out line and communicate with your supervisor and vendor.
• Limited time off during training is recommended. Up to 16 hours within the first 90 days is allotted.
• Follow site guidance on designated cell phone locations and times.