BCforward is currently seeking a highly motivated Call Center Representative in Jacksonville FL 32256
Job Title:ย ย ย ย Customer Service Representative (Level III)
Location:ย ย ย ย Jacksonville, FL 32256
Duration:ย ย ย ย 12 Months Contract
Pay Range:ย ย $21/hr. on W2
Job Description
We are seeking a Customer Service Representative (Level III) to join our dynamic Wealth Management Client Services team in the Banking and Brokerage Department (WMCS BBM). The ideal candidate will have strong experience in high-volume call center client support, banking and brokerage inquiry resolution, and multi-system navigation and a proven ability to deliver accurate, compliant, and timely assistance that enhances the client experience for high-net-worth customers.
Responsibilities:
Provide clear, complete, and accurate responses to inbound client and internal partner inquiries at the point of call.
Deliver quality service by executing effective and efficient operational support for banking products and Merrill Lynch investment accounts.
Authenticate clients accurately, adhere to policies and procedures, and identify and escalate potential risk.
Navigate multiple applications and tools to research and resolve balance inquiries, account maintenance requests, online navigation issues, transaction research, and related matters.
Maintain engagement while documenting calls with quick and accurate notes.
Demonstrate commitment to improving customersโ financial lives through professional service and ownership.
Required Skills & Qualifications:
2+ years of customer service experience in a call center or financial services environment.
Ability to navigate multiple systems and screens while maintaining client engagement and typing accurate notes.
Computer literacy with proficiency in Microsoft Outlook, Word, and PowerPoint.
Strong verbal communication, professional grammar, and effective interaction with management, peers, and clients.
Demonstrated ability to work under pressure in a fast-paced, high call volume, and changing environment.
Skilled in de-escalation, issue resolution, and prevention of dissatisfaction with respect and poise.
Receptive to coaching with a positive, improvement-focused attitude.
Ability to handle confidential and sensitive information responsibly.
Ambitious and self-motivated with reliable attendance.
Preferred Skills:
Experience supporting banking and brokerage products for high-net-worth clients.
Familiarity with authentication, risk identification, and escalation procedures.
Schedule & Training:
Training: Monday through Friday, 9:00 AM โ 5:30 PM EST. Candidate will follow the schedule selected at offer after training.
Shifts (EST):
Tuesday โ Saturday, 10:00 AM โ 6:30 PM
Tuesday โ Saturday, 10:30 AM โ 7:00 PM
Sunday โ Thursday, 11:00 AM โ 7:30 PM
Sunday โ Thursday, 10:30 AM โ 7:00 PM
Monday, Tuesday, Friday, Saturday, 9:00 AM โ 8:00 PM
Must be able to work in a virtual setting on site during training.
Candidate Expectations (Discuss Prior to Submission):
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Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforwardโs 6,000 consultants support more than 225 clients globally.