Authentication, Banking Operations, Banking Services, Brokerage, Business Solutions, Call Centers, Call Volume, Cellular Telephone, Coaching, Compensation and Benefits, Computer Skills, Customer Experience, Customer Support/Service, Develop and Maintain Customers, Documentation, Financial Services, Fortune 500 Customers, Government, High Net Worth, Information Technology Consulting, Leading Edge Technology, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Operational Support, Presentation/Verbal Skills, Problem Solving Skills, Product Support, Professional Services, Resolve Customer Issues, Risk, Risk Analysis, Service Delivery, Time Management, Training/Teaching, Typing, Wealth Management
Job Title: Customer Service Representative (Level III)
Location: Jax, FL (FL9-400-02-40)
Duration: Contract - 12 months
Pay Range: $21/hr (W2)
Job ID: 407224
About BCforward
BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.
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 customers' 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 - 5:30 PM EST. Candidate will follow the schedule selected at offer after training.
- Shifts (EST):
- Tuesday - Saturday, 10:00 AM - 6:30 PM
- Tuesday - Saturday, 10:30 AM - 7:00 PM
- Sunday - Thursday, 11:00 AM - 7:30 PM
- Sunday - Thursday, 10:30 AM - 7:00 PM
- Monday, Tuesday, Friday, Saturday, 9:00 AM - 8:00 PM
- Must be able to work in a virtual setting on site during training.
Candidate Expectations (Discuss Prior to Submission):
- Cell phones: Manager will advise designated locations and times for calls.
- Dress code: Professional business casual attire required, including for interviews.
- Attendance: Use the call-out line, communicate with supervisor and vendor, and maintain daily attendance. Punctuality standard allows up to 16 hours within first 90 days. Time off during training is not recommended.
- Onsite etiquette: Do not bring personal items such as blankets.
Why BCforward?
At BCforward, we believe in advancing lives and careers. When you join our team, you gain access to:
- Competitive compensation and benefits
- Opportunities for growth with global clients
- A supportive, inclusive culture that values innovation and people
- Exposure to cutting-edge technologies and projects
About Our Commitment
BCforward is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.
Interested? Apply Now!
If this sounds like the right opportunity for you, please apply with your most recent resume.