Job Details – this job has expired, please see similar jobs below
Provides technical and analytical support in a GWIM 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 or statement/billing processing. Responsible for the analysis and resolution of moderately complex operations problems and initiatives requiring exception handling and working with multiple operational and/or product specialists to resolve. May participate in projects and/or introduction of new initiatives, systems, products/services and processes. As a technical expert, acts as a unit advisor providing technical support to less experienced associates. This role typically requires 3+ years experience in operations functions and a thorough working knowledge of the operational aspects of transactions and products
LOB Overview: WMCS Associates will provide service support for all Company / Merrill Lynch GWIM home loan account products and service features through inbound calls from Advisory clients regarding their home loan or HELOC. The Associates are required to have a broad knowledge of the financial industry and an understanding of Company’s home loan products, services and technology. May be required to solve problems and investigate/resolve a wide variety of issues and requests include gathering additional information , setting expectations and working with other support organizations to fulfill the request. Adheres to establish service level agreements. May handle escalated issues by successfully navigating the organization to resolve customer requests. Is accountable for the successful resolution of all customer requests. After the required training curriculum is successfully completed and a passing grade on both of the practical and written assessments is achieved, the Associate will assume the WMCS position servicing inbound client contacts. The Associates are required to provide complete and accurate information regarding all Company banking products and services including but not limited to:
General account information
Principal and Interest information and payment due
Key Responsibilities include:
Handle incoming Wealth Management client calls utilizing professional telephone and problem solving skills
Provide home loan account information, including but not limited account balances, payments and general activity questions
Explain content, format and activity on monthly and quarterly statement. Assist client with reconciliations of monthly activity
Consistently achieve minimal or beyond expectations for performance metrics and quality standards
In addition, the incumbent is expected to demonstrate the following competencies. They include, but are not limited to:
Professional Demeanor:Demonstrating patience, composure, and client service attitude.
Service Adeptness:Comprehend and empathize with client needs, devote time and effort to satisfy the client’s requests.
Problem Solving and Decision Making Skills:Use good research and problem solving skills; know where to go to resolve problems.
Initiative:Demonstrate a “self-starter” behavior and a willingness to help others.
Communication Skills:Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties
Required Skills and Experience:
Prior WMCS Experience
Contact Center experience
1st & 2nd shifts (hours between 5am-10pm, w/some holidays, and weekends).
Proficient PC skills, including Microsoft Office applications and Excel
Exhibit strong written and verbal communication skills
Attention to detail and focus on accuracy
Versatile, fast paced learner in a changing environment
Perform in a proactive and strategic manner
Ability to maintain composure and act decisively in high pressure, time sensitive situations
Strong analytical skills
Create and maintain strong relationships with internal and external business groups
SLQ experience preferred
Home Loans experience strongly preferred
Current knowledge of Home Loan regulatory requirements
Shift:2nd shift (United States of America)
Hours Per Week: 40
Sign up and search through 104,087 curated jobs in the Finance & Investment Edition: