Call Center Representative

BCforward is currently seeking a highly motivated Call Center CSR – Chandler, AZ 85224

Job Title: Call Center CSR

Location: Chandler, AZ 85224

Duration: 12 Months Contract

We are seeking a Customer Service Representative (Level III) to join our team within the Wealth Management Client Services Banking and Brokerage Department (WMCS BBM). The ideal candidate will have strong experience in high-volume contact center customer service, multi-system navigation, and client authentication and a proven ability to resolve complex inquiries for high-net-worth clients with accuracy and professionalism.

Responsibilities:

Respond at point of call with clear, complete, and accurate information on banking products and Merrill Lynch investment accounts, including balance inquiries, account maintenance, online navigation, and transaction research.

Deliver quality service by providing effective and efficient operational support to internal partners and external clients.

Manage risk by accurately authenticating clients, adhering to policies and procedures, and escalating potential risk as needed.

Navigate multiple applications and tools to interpret policy, research issues, and resolve client account matters.

Demonstrate commitment to improving clients’ financial lives through consistent, client-focused service.

Required Skills & Qualifications:

Minimum 2 years of customer service experience in a high-volume environment.

Proficiency navigating multiple screens/systems while engaging clients and documenting accurate notes in real time.

Computer literacy with Microsoft Outlook, Word, and PowerPoint.

Ability to work under pressure in a fast-paced, high call volume, and evolving call center environment.

Strong verbal and written communication with solid grammar; ability to collaborate with management, peers, and clients.

Demonstrated skill in de-escalation, issue resolution, and prevention of client dissatisfaction with professionalism and respect.

Receptive to coaching with a positive, improvement-focused attitude.

Ability to handle confidential and sensitive information responsibly.

Self-motivated and accountable with reliable attendance and punctuality.

Preferred Skills:

Experience supporting high-net-worth clients in banking or brokerage.

Background with Merrill Lynch or similar wealth management platforms.

Work Environment & Expectations:

Training: Monday through Friday, 9:00 AM–5:30 PM EST. Must be able to work in a virtual setting on site during training.

Shifts (EST):

Tues–Sat 10:00 AM–6:30 PM;

Tues–Sat 10:30 AM–7:00 PM;

Sun–Thurs 11:00 AM–7:30 PM;

Sun–Thurs 10:30 AM–7:00 PM;

Mon, Tues, Fri, Sat 9:00 AM–8:00 PM.

Post-training schedule will align with the offer.

Attendance and punctuality are critical.

Utilize the call-out line and communicate with supervisor and vendor.

Up to 16 hours within the first 90 days allotted. Time off during training is not recommended.

Dress code: Professional business casual required, including for interviews.

Cell phone usage permitted only in designated locations and times as directed by management.

Do not bring personal items such as blankets to training.

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, BCforward’s 6,000 consultants support more than 225 clients globally.