Job Summary:
Under direct supervision associate works in a multi-skilled environment to ensure all client account documents meet industry regulations by acting as a liaison between branch personnel and the Home Office. Associate will troubleshoot and/or train on systems and processes through world class phone support. As well, facilitates problem resolution and document processing. Follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks with limited decision making responsibility.
Essential Duties and Responsibilities:
• Reviews, updates, maintains, and services client accounts by ensuring the documentation meets industry policies and regulations which will protect the firm, Financial Advisors (FA’s) and clients.
•Answers operational and compliance questions via phone or email related to systems and department processes.
•Prepares industry-required mailings to clients.
•Serves as a liaison between branches and other home-office personnel in a call center environment.
•Provides support and direction regarding required operational processes, policies and timeframes.
•Educates FA’s and home-office personnel on the use and maintenance of systems required for submitting documentation to the Home Office.
•Provides support as well as assists in on-the-job training for other associates
•Supports a continuous improvement environment by providing feedback on processes and procedures.
•Performs other duties and responsibilities as assigned.
Training: You'll be expected to report onsite (5-days per week / Mon-Fri) from 8am-5pm ET for the first 3 months of training. After that initial training period, then you'll transition into the hybrid schedule listed below with flexibility to work from home up to 2-3 days per week.Hybrid Schedule: This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 2-3 per week averaging 10-12 days per month in our Southfield, MI Corporate Office.Regular work schedule is Monday-Friday during standard business hours (8am-5pm ET), with some flexibility on start time. The selected candidate will also be expected to work an alternating evening shift (11am-8pm ET) at least 2-3 times per month.Job Summary:
Under direct supervision associate works in a multi-skilled environment to ensure all client account documents meet industry regulations by acting as a liaison between branch personnel and the Home Office. Associate will troubleshoot and/or train on systems and processes through world class phone support. As well, facilitates problem resolution and document processing. Follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks with limited decision making responsibility.
Essential Duties and Responsibilities:
• Reviews, updates, maintains, and services client accounts by ensuring the documentation meets industry policies and regulations which will protect the firm, Financial Advisors (FA’s) and clients.
•Answers operational and compliance questions via phone or email related to systems and department processes.
•Prepares industry-required mailings to clients.
•Serves as a liaison between branches and other home-office personnel in a call center environment.
•Provides support and direction regarding required operational processes, policies and timeframes.
•Educates FA’s and home-office personnel on the use and maintenance of systems required for submitting documentation to the Home Office.
•Provides support as well as assists in on-the-job training for other associates
•Supports a continuous improvement environment by providing feedback on processes and procedures.
•Performs other duties and responsibilities as assigned.
Knowledge, Skills, and Abilities:
Knowledge of:
•Company policies, procedures, practices, products and services.
•Principles, practices, and procedures of general office and departmental concepts.
•Knowledge of MS Office sufficient to create letters, documents, update/create spreadsheets and sends emails.
Skill in:
•Organization and time management sufficient to prioritize workload, handle
multiple tasks, and meet deadlines.
•Problem solving and analysis sufficient to assess client issues and accurately provide resolutions.
•Operating call center software applications.
Ability to:
•Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
•Learn and interpret department policies, procedures and requirements.
•Constructively work under stress and pressure when faced with high volume and deadlines.
•Provide courteous, timely service when addressing client issues and transactions.
•Use good judgment in responding to client issues.
•Acquire and maintain new knowledge in an ever changing process driven environment.
•Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
Educational/Previous Experience Requirements:
•High School Degree or equivalent with at least two (2) year of customer service experience.
~or~
•An equivalent combination of education, experience and/or training approved by Human Resources.
Licenses/Certifications:
•None Required.
Knowledge, Skills, and Abilities:
Knowledge of:
•Company policies, procedures, practices, products and services.
•Principles, practices, and procedures of general office and departmental concepts.
•Knowledge of MS Office sufficient to create letters, documents, update/create spreadsheets and sends emails.
Skill in:
•Organization and time management sufficient to prioritize workload, handle
multiple tasks, and meet deadlines.
•Problem solving and analysis sufficient to assess client issues and accurately provide resolutions.
•Operating call center software applications.
Ability to:
•Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
•Learn and interpret department policies, procedures and requirements.
•Constructively work under stress and pressure when faced with high volume and deadlines.
•Provide courteous, timely service when addressing client issues and transactions.
•Use good judgment in responding to client issues.
•Acquire and maintain new knowledge in an ever changing process driven environment.
•Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
Educational/Previous Experience Requirements:
•High School Degree or equivalent with at least two (2) year of customer service experience.
~or~
•An equivalent combination of education, experience and/or training approved by Human Resources.
Licenses/Certifications:
•None Required.
At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.We expect our associates at all levels to:• Grow professionally and inspire others to do the same• Work with and through others to achieve desired outcomes• Make prompt, pragmatic choices and act with the client in mind• Take ownership and hold themselves and others accountable for delivering results that matter• Contribute to the continuous evolution of the firmAt Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to:• Grow professionally and inspire others to do the same• Work with and through others to achieve desired outcomes• Make prompt, pragmatic choices and act with the client in mind• Take ownership and hold themselves and others accountable for delivering results that matter• Contribute to the continuous evolution of the firmAt Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.