Call Center Representative, High-Net-Worth Client Support
Overview
You will own client authentication and issue resolution for high-net-worth clients in the Wealth Management Client Services division, handling 90+ calls daily across banking products and Merrill Lynch investment accounts. You will work with a team of 6,000 consultants at BCforward, supporting 225+ global clients. This 12-month contract role offers remote flexibility post-training. You will be the first line of defense, de-escalating complex inquiries and preventing client dissatisfaction.
What You'll Do8
- 1Respond at point of call with clear answers on Merrill Lynch accounts, including balance inquiries, transactions, and online navigation.
- 2Authenticate clients accurately using multi-system tools to manage risk and comply with policies.
- 3Navigate Microsoft Outlook, Word, and PowerPoint to document notes real-time while engaging clients.
- 4Resolve account issues by researching banking products and brokerage platforms, escalating risk as needed.
- 5Drive client satisfaction by delivering service that improves their financial lives.
- 6De-escalate frustrated clients with professionalism, preventing churn and protecting brand reputation.
- 7Collaborate with management and peers to solve complex cases and share best practices.
- 8Protect confidential data by handling sensitive information responsibly and adhering to data privacy standards.
Requirements9
- 12+ years of customer service in high-volume call centers.
- 2Proficiency in multi-system navigation while engaging clients, documenting real-time notes.
- 3Computer literacy with Microsoft Outlook, Word, and PowerPoint.
- 4Strong verbal/written communication with solid grammar and de-escalation skills.
- 5Ability to handle confidential and sensitive information responsibly.
- 6Receptive to coaching with a positive, improvement-focused attitude.
- 7Self-motivated with reliable attendance and punctuality.
- 8Preferred: Experience with high-net-worth clients in banking or brokerage.
- 9Preferred: Background with Merrill Lynch or similar wealth management platforms.
Salary Insight
$44k per year
Location
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