דרושים Fraud Client Services Representative ב-Bank Of America ב-United States, Tampa

This job is responsible for standard activities supporting the creation, onboarding and maintenance of accounts, according to the established guidelines and procedures. Key responsibilities include providing quality service and effective, efficient operations support for internal business partners and external clients. Job expectations include operating with a standard level of independence, and referring to their team lead or manager for direction and support with more complex issues and escalations.

Responsibilities:

• Performs onboarding and maintenance of accounts and reviewing required account documentation.
• Responds to client inquiries via numerous channels to support operational efficiency and quality client service
• Performs basic research, follow-up and resolution of routine research requests
• Identifies potential issues in daily operational tasks and escalates risk concerns, as appropriate
• Provides general operational support including handling inbound calls, mail sorting, and mail distribution
• Reviews and approves required account documentation

Skills:

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Attention to Detail
• Collaboration
• Written Communications
• Prioritization
• Recording/Organizing Information
• Result Orientation

Required Skills:

• Proven decision-making skills, and the ability to effectively manage risk.
• Proven track record delivering for internal and/or external clients.
• Strong organizational and teamwork skills
• Results oriented; driven and ambitious.
• Must be flexible with schedule
• Quick learner and self sufficient
• Demonstrates initiative while working independently​

Desired Skills:

• Knowledge of bank policies, procedures, and Core Values.​

Job Description:

The Wealth Management Client Associate – Advisor Development Program (WMCA - ADP) role is an entry role into our Advisor Development Program where the destination role is becoming a full-scale Financial Advisor at Merrill. This progression role is responsible for providing client service support to Financial Advisors (FAs).

As a WMCA - ADP your journey begins by obtaining your Securities Industry licenses, where you will receive dedicated study time for your Securities Industry Essentials [SIE], Series 7, and Series 66 Exams. Your SIE, Series 7 & 66 must be obtained within 120 days; (63 & 65 accepted, in lieu of 66, if previously held). Once you obtain your licenses, you will be taught the foundational skills needed to be a WMCA - ADP.

This job is responsible for providing client service support to multiple FAs. Key responsibilities include supporting enterprise strategic objectives, operational excellence goals, and client advocacy within the FA’s business, while customizing solutions based on their specific needs. Job expectations include serving as the most frequent point of contact within Merrill to address all service needs of their clients and acting as a resource for FAs on the team.

Once you have reached your key milestones, including proficiency in your current role and the completion of experiential activities showcasing your ability to become an advisor, you will then progress into the next stage of the Advisor Development Program, beginning building a book of business as a Financial Advisor trainee. You will complete dedicated training preparing you for this role and once complete you will continue to work in a Merrill office where you will be acquiring, building, and managing client relationships while considering a client’s complex financial picture and guiding them with advice and solutions.

Once you complete your performance requirements as a Financial Advisor trainee you will reach the ultimate destination of becoming a Merrill Financial Advisor. You will be supported along the way with dedicated programs, tools, and resources throughout your career journey.

The Advisor Development Program consists of progressive roles to ultimately become a Merrill Financial Advisor. Our progressive roles in the Advisor Development Program engage in:

• Developing a book of business in order to meet and exceed established performance hurdles
• Effectively prioritizing and sourcing prospective clients, capitalizing on referrals, assessing customer needs, referring customers to the appropriate internal specialists, and executing highly customized solutions to meet client needs
• Recommending investment products and services that are suitable for prospects based on their objectives, resources, time horizon, risk profile and preferences
• Balancing investment growth, referral activities, customer follow up, prospect building, administrative compliance and personal growth and development according to both a day-to-day and longer-term planning
• Organizing and managing resources (time, people, budget) to run a productive practice
• Seeking the expertise of specialists, where appropriate, to identify planning and investment strategies for a client
• Completing mandated training, assessments, performance goals and continuing education requirements

We’ll help you

• Build a successful careerat Bank of America through world-class training and on-boarding programs that set you up for success.
• Get training and one-on-one coachingfromour-award winning Academy at Bank of Americaand local leadership who are invested in your success.
• Grow your business knowledgeby using a defined consultative approach to systematically identify client needs and appropriate solutions.
• Provide end-to-end comprehensive advice, deliver clientreviews/presentationswith confidence and recommend strategies to help achieve their financial goals and life priorities.
• Collaborate with core banking and investment partners.Connect to all the solutions we provide through Bank of America and Merrill to meet virtually all their financial needs.

Required Qualifications:

• Displays confidence working as a self-starter in a sales role
• Builds strong client relationships through effective communication and collaboration
• Displays a proactive mindset and effective time management
• Demonstrates a results-driven growth mindset and prioritizes client interests
• Identifies appropriate client solutions through application of learnings and new information
• Exceptional interpersonal and relationship building skills
• Effective communication skills (written and verbal)
• Proven ability to quickly build trust and credibility
• Proven ability to assess needs of and recommend appropriatesolutions
• Proven ability to work both collaboratively on a team with key partners and independently
• Proven ability to listen and probe for clarity and understanding
• Entrepreneurial mindset with a proven ability to source clients through extensive prospecting and networking
• Strong follow-through skills
• Computer/technical literacy and proficiency in applications such as Microsoft Suite

Desired Qualifications:

• Bachelor’s degree and/or a minimum of one year of work experience
• Learns and adapts to new technology or applications
• Executes multiple tasks simultaneously

Job Responsibilities:

• Partners with Financial Advisors, Client Relationship Managers, and Market Supervision Managers on all aspects of client servicing, risk, investments, and banking products, while receiving appropriate guidance and escalating issues as needed
• Provides excellent Client Service to the bank's clients through educating them on all of the bank's service and banking offerings
• Ensures timeliness, accuracy, and completeness in client materials and follows up on all client and Financial Advisor (FA) requests
• Assists with ensuring practices are in alignment with the bank's policies and procedures to support operational excellence, protect the bank's clients, and manage risk
• Identifies, deepens, and maintains client relationships through emphasizing the bank's offerings and promoting incorporation of banking into day-to-day practices, while communicating outputs to the FA
• Performs general business growth support functions aligned to the role of the Client Associate or Wealth Management Client Associate, providing business development, investment solutions, and/or business management support to multiple FAs

:

• Account Management
• Client Management
• Customer and Client Focus
• Issue Management
• Oral Communications
• Business Development
• Client Solutions Advisory
• Pipeline Management
• Prioritization
• Trade Operations Management
• Administrative Services
• Client Investments Management
• Emotional Intelligence
• Referral Identification
• Written Communications

This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in your immediate termination.

This job is responsible for reviewing complex products for the prevention and detection of possible fraud. Key responsibilities include researching and analyzing of account activity to assess levels of risk and fraud. Job expectations include completing inbound and outbound calls, taking appropriate action based on transaction characteristics of greater complexity, performing functions related to research, and resolving fraudulent activity and service support.

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity, and restrict account activity
• Makes decisions based on judgment, research, and extensive job experience, following established procedures and guidelines while leveraging multiple systems
• Assesses the level of risk and makes decisions which directly affect the customer experience and risk to the bank
• Reviews and analyzes accounts and relationships that may require differentiated treatment or specialized resolution
• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
• Records data captured during client interactions accurately

Required Qualifications:

• Strong analytical and organizational skills
• Demonstrated ability to solve complex problems by reviewing related information.
• Ability to multi-task, including researching information through multiple systems, in order to make judgmental decisions based on the data reviewed.
• Customer centric approach
• Demonstrates a strong sense of urgency
• Able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
• Comfortable taking inbound or making outbound calls to clients in a high production focused environment.
• Communicates effectively and confidently and is comfortable engaging all clients.
• Has the ability to learn and adapt to new information and technology platforms.
• Ability to follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
• Good time management skills
• Flexible to work weekends and/or extended hours as needed.

Desired Qualifications:

• Prior experience in Retail Fraud Servicing, Claims or Fraud Detection.
• Experience working in an environment where both individual and team goals are met or exceeded routinely.

Skills:

• Analytical Thinking
• Client Experience Branding
• Customer and Client Focus
• Due Diligence
• Research
• Attention to Detail
• Data Collection and Entry
• Policies, Procedures, and Guidelines
• Referral Management
• Written Communications
• Adaptability
• Business Intelligence
• Investigation Management
• Issue Management
• Relationship Building

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities:

• Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
• Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
• Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
• Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
• Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access
• Work shift: Sunday-Thursday 11:30a-8pEST

Desired Qualifications:

• Experience in a call center and/or a financial/banking center
• Customer service experience​

Skills:

• Account Management
• Customer and Client Focus
• Issue Management
• Oral Communications
• Active Listening
• Adaptability
• Problem Solving
• Risk Management
• Attention to Detail
• Business Acumen
• Valuation Ethics and Practice Standards

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities:

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls

Required Qualifications:

• 1+ years of customer/client service experience, including experience handling difficult client situations
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity​​

Skills:

• Conflict Management
• Customer and Client Focus
• Decision Making
• Fraud Management
• Oral Communications
• Active Listening
• Attention to Detail
• Data Collection and Entry
• Issue Management
• Problem Solving
• Adaptability
• Collaboration
• Critical Thinking
• Influence

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center. Key responsibilities include working in an environment that requires accuracy, using logic, multi-tasking, toggling between systems, and communicating resolutions while delivering a great client experience. Job expectations include providing seamless service delivery to answer client questions, resolving problems, performing account maintenance, and looking for opportunities to deepen relationships through digital solutions.

Responsibilities:

• Identifies client needs and recommends solutions when fraud has been identified
• Records data captured during client interactions accurately
• Identifies and escalates through appropriate channels for items requiring risk review, exception handling, or further analysis
• Reads frequent updates and learning materials, often while on the call, and implements into conversations with speed and accuracy
• Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls

Required Qualifications:

• 1+ years of customer/client service experience, including experience handling difficult client situations
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology
• Proficient in English and Spanish

Desired Qualifications:

• 1+ years of experience in the banking/financial industry
• 2+ years of experience working in a client service capacity​​

Skills:

• Conflict Management
• Customer and Client Focus
• Decision Making
• Fraud Management
• Oral Communications
• Active Listening
• Attention to Detail
• Data Collection and Entry
• Issue Management
• Problem Solving
• Adaptability
• Collaboration
• Critical Thinking
• Influence

High School Diploma / GED / Secondary School or equivalent

This job is responsible for providing exceptional customer service to clients in an inbound call center environment. Key responsibilities include receiving calls from clients, branch offices, banking centers, and various internal associates and adhering to the bank's policies and procedures, while thinking critically to determine the best course of action to resolve the issue at hand. Job expectations include providing appropriate account maintenance and resolving client requests in a timely and accurate manner, while demonstrating empathy.

Responsibilities:

• Navigates through multiple applications, systems, tools, and resources to clearly articulate complete and accurate information on client inquiries around retail, retirement, and brokerage account information
• Handles escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service
• Manages risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying/escalating potential risk
• Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients
• Navigates multiple systems to migrate clients to on-line and self-service delivery channels that enable constant account access

Skills:

• Account Management
• Customer and Client Focus
• Issue Management
• Oral Communications
• Active Listening
• Adaptability
• Problem Solving
• Risk Management
• Attention to Detail
• Business Acumen
• Valuation Ethics and Practice Standards

High School Diploma / GED / Secondary School or equivalent