Full Job Description
Job Description:
Medallion Specialists are responsible for providing Medallion Signature Guarantee stamps to Bank of America and Merrill clients for situations including third party transfers, ownership changes and account updates. Associates are expected to process an intake request, handle and own cases to completion, and follow up with clients and financial center associates on latest status. Specialists are expected to provide end to end white glove service ownership with point of call resolution, partnership, research, and proactive support. This enhanced service model is built to align with business needs and financial center goals which drive sales, associate/client satisfaction, and efficiencies. Each associate provides full accountability, ownership, and coaching opportunities which builds powerful relationships with the financial center associate. The team is responsible for demonstrating the highest standard of service for every interaction.
Responsibilities/Position Summary
Provide Financial Center associates with accurate information by keeping abreast of Medallion procedures
Deliver complete and concise explanations to inquiries made via inbound calls
Effectively resolve associate questions and research requests while proactively identifying additional needs and opportunities to enhance the relationship
Provide point of call resolution for issues
Demonstrate excellent verbal, written and listening skills, knowledge of products and services, integrity and ability to work as part of a team
Foster collaborative relationships within and across business units
Understand and demonstrate cultural awareness
Anticipate and understand client needs
Provide end to end ownership and follow up for Medallion stamp requests in a case management capacity
Interface with associates and clients for intake, follow up, and general information about the program
We do NOT hire to specific shifts, candidate must be flexible. Phone gate is open 8:00 AM – 9:00 PM Monday-Friday and 8:30 AM – 5:00 PM Saturday. All times EST. (Saturdays rotational and typically once every 6 weeks)
Required Skills:
Strong client service skills
Ability to multi-task and independently prioritize his/her workload.
Demonstrate a cooperative and professional work attitude
Capable of multi-tasking and working efficiently under stress and high volume
Strong organizational, time management and teamwork skills
Strong analytical, negotiation and problem solving skills
Attention to detail and follow through on assignments
Deliver high quality partner support stressing partner/client needs, problem resolution, and service/product knowledge
Demonstrate excellent verbal, written and listening skills
Understand and demonstrate cultural awareness, integrity and ability to work as part of a team
Desired Skills:
Customer Service and/or call center experience preferred
Knowledge of Merrill systems, products and applications
Job Band:
H6
Shift:
1st shift (United States of America)
Hours Per Week:
40
Weekly Schedule:
Referral Bonus Amount:
1000