The Client Relationship Manager (CRM) is a direct report to the Merrill Lynch Complex Director with dual reporting to the Market Client Relationship Manager. The CRM functions as a member of the branch leadership team. The CRM manages the Client Associates and Service Support Staff along with the branch's Operations Department where responsibilities include Funds/Securities Receipt & Processing, Wire & Order, and Trade Corrections and Document Control where the review and approval of all Client Financial transactions takes place.
· Specific responsibilities include, but are not limited to:
· Ensure client service expectations are met and exceeded while balancing the risk and exposure for Merrill Lynch
· Representing the office and Merrill Lynch with clients, prospects, Financial Advisor recruits, vendors, regulators and outside legal counsel
· Review and approve all new client relationships
· Responsible for managing, training and developing the branch's Client Associates and Service Support Staff
The role of the CRM will require diversification and experience of ML Products & Services, Trend Analysis, Risk Assessment, Human Resources and broad Industry Knowledge.
Additionally, the CRM role will be responsible for the overall delivery and management of the client service experience for the Complex.
Enterprise Role Overview:
Responsible for overall delivery and management of the client service experience for the Market and Complex. Accountable for proactive client service, client advocacy, transition management, and problem resolution to improve the client experience. Responsible for client contact management, direct client contact and the management of service delivery from the branch office, working closely with home office service organizations to ensure superior service to all Merrill Lynch clients. Responsible for transition and coordination of clients to Merrill Lynch, including review supervision and approval of new accounts. Responsible for the coordination of recruits transitioning from the competition. Responds to and resolves complaints, working with Litigation or Compliance personnel, regarding operations/services received from clients or regulators. Responsible for utilizing PMAC to support the transition of FA accounts as well as opportunities to increase client assets. Responsible for the management and development of the branch office support staff including operations employees and the Client Associates, this includes but is not limited to conducting performance reviews with support staff and being responsible for resource allocation for the Complex, managing head count report, etc. Serve as point of contact for implementation of the WMW in the Complex, serve as the ongoing WMW conduit for all enhancements including communications and training. Responsible for knowledge and experience associated with 'operations management', expanding the ability to manage the daily processes of an organization, creating operating efficiencies, understanding/designing work flows, while simultaneously focusing on future initiative and their impact to both the unit and the Firm as a whole. Responds to and resolves operations and services complaints, working with Litigation or Compliance personnel, received from clients or regulators. Responsible for identification, follow up, escalation and reconciliation of compliance and other risk matters, and partnering with CBRU and Legal when appropriate. Responsible for facilitating the supplemental compensation contract process between the Financial Advisors and Client Associate on an on-going basis. In partnership with OMT, responsible for reassigning accounts. Ability to monitor, assess, execute and address client needs in an effort to ensure overall service satisfaction, retention and acquisition. Liaison to various service and operational partners to drive client satisfaction opportunities .
Minimum 5+ years professional experience required
Licenses: Series 7, 8 or 9 & 10, 63 & 65 or 66 required. Series 3, 31 where indicated.
Expert knowledge of regulatory and supervisory requirement and corporate policies & procedures
Strong customer service and communication skills
Prior trend analysis experience
Investment product knowledge (i.e., 401K, Options, Annuities, Tax, Retirement Plans, Money Funds, Mutual Funds, Liabilities, Margin, Trust Operations, etc.)
Strong management skills, including the ability to effectively plan, monitor, influence, negotiate, supervise and delegate
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