Internal ID: 1702836
Under limited supervision, uses specialized knowledge and skills obtained through experience, specialized training and/or certification to assist branch offices and Financial Advisors (FA) with their client needs by researching and resolving escalated issues associated with client accounts and special projects. Resolves or recommends solutions to complex problems that arise with the FA’s, their clients, branch administration, and/or other Raymond James departments. Essential Duties and Responsibilities:
•Acts as a liaison between home office departments and the branch offices to research and resolve complex, escalated issues regarding clients’ accounts communicated via phone, correspondence, email and online inquiries; follows the issue all the way through resolution and final communications. •Identifies and independently resolves complex issues for branches where possible. •Determines best method to resolve issues to ensure client satisfaction and adherence to company policies. •Follows up, either verbally or in writing, to ensure client satisfaction. •Maintains records of incoming calls, resolutions to the calls, and any contact to follow-up with branch personnel. •Develops and implements new programs to provide improved service to the branches. •Recommends changes to existing policies and procedures. •Executes trades in the absence of the Financial Advisor •Acts as liaison for the branches by explaining the many different systems used and directing the FA to the appropriate systems needed. •Works with branches and the Asset Management Services team to ensure independent branches are approved for certain account types based upon analysis done by the associate •Serves as main point of contact forcertian firm initiatives, changes, or unexpected events. Examples are changes to account fees, trade fees, statement and reports. •Acts as the liaison for the Attorney of the Day process. •Responds to FA questions and concerns about the statements and confirms. Must understand and be able to interpret all products and information on various types of statements. •Handles fee waiver questions and makes independent decisions for the branch depending on the nature of the request, the scope, the client, and history of this type of request. Makes decision based on each case and unique circumstances. •Works with branches and advisors on the cost of doing business (trade related costs). •Conduct branch introduction calls upon their completion of the Transitions process. •Performs other duties and responsibilities as assigned.
Knowledge, Skills, and Abilities: Knowledge of:
•Complex office and branch practices, procedures, and methods. •Account types and industry operations in general. •Back office systems. •ID Theft Alert system process •Relationship Management Center main contact •Reports Center main contact •Documents Due Process •LOA 3rd party process/Branch Manager Approval •Each department within RJ and how the branches interact with them. •Below Minimum Approval Process •ACAT (Account Transfer) Liquidations for both RJA and RJFS Skill in:
•Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines. •Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication and spreadsheets. •Detail orientation to ensure quality standards are met without impairing workflow. •Follow-up to ensure resolution and completion of tasks. Ability to:
•Provide a high level of customer service in a calm, courteous and professional manner. •Establish and maintain effective working relationships at all levels of the organization. •Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment. •Use effective oral and written communication skills sufficient enough to communicate and interact effectively with Financial Advisors and branch associates. •Constructively work under stress and pressure when faced with high workloads and deadlines. •Ability to multi-task between several different functions daily. •Ability to handle situations that require de-escalation in high volume circumstances. Educational/Previous Experience Requirements:
•High School Diploma or equivalent and three (3) years’ experience in the financial services industry preferred. ~or~ •An equivalent combination of experience, education, and/or training as approved by Human Resources. Licenses/Certifications:
•Series 7 License. •Series 24 or Series 9/10 License or ability to obtain within nine (9) months depending on assigned functional area if required. •Series 63 or 66 License or ability to obtain within nine (9) months depending on assigned functional area if required.
JobOperationsPrimary LocationUS-FL-St. Petersburg-Saint PetersburgOrganizationOperations & AdministrationScheduleFull-timeShiftDay JobTravelYes, 10 % of the Time