Location: Southfield,MI, USA
Hybrid Work Environment: 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.
Hours: Monday-Friday | 9am-6pm ET
* Occasional weekend work (1 weekend day assigned every 6-7 weeks). This extra day will be considered and compensated as overtime.
Job Summary:
Under general supervision, uses skills gained through training and experience to act as the point of contact to Raymond James clients. Associate will provide accurate and timely answers regarding the client's accounts as well as research and resolve issues. Routine contact with internal and external customers is required to obtain, clarify or provide facts and information.
Essential Duties and Responsibilities:
* Responds to inquiries or complaints received through phone calls or written correspondence concerning client accounts; follows the issue all the way through resolution and final communications.
* Conducts basic diagnoses of internet software/hardware to troubleshoot client connectivity problems.
* Documents, in detail, client communications in the call tracking system and accurately updates client personal information as appropriate.
* Researches, resolves and makes decisions regarding various inquiries for clients, Financial Advisors (FA's) and associates within RJA and RJF.
* Determines best method to resolve problems to ensure customer satisfaction while adhering to company policies.
* Coordinates problem resolution with appropriate departments.
* Advises Compliance or Sales Management of potential branch or client issues.
* Follows up, either verbally or in writing, to ensure customer satisfaction.
* Performs other duties and responsibilities as assigned.
Knowledge, Skills, and Abilities:
Knowledge of:
* Basic office practices, procedures and methods.
* All products and services offered by Raymond James Financial.
* Account types and industry operations in general.
* Back office systems.
Skill in:
* Organizational and time management 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.
* Problem solving sufficient to effectively analyze, research and resolve questions.
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.
* Follow-up to ensure resolution and completion of tasks.
* Communicate effectively, both orally and in writing with external clients, FA's and other internal clients and contacts.
* Constructively work under stress and pressure when faced with high workloads and deadlines.
* Work independently as well as collaboratively within a team environment.
Educational/Previous Experience Requirements:
* High School Diploma or equivalent and one (1) to three (3) years client service experience.
~or~
* An equivalent combination of experience, education, and/or training as approved by Human Resources.
Licenses/Certifications:
* None required.