Job Description
Essential Duties and Responsibilities
Acts as a liaison between home office departments and clients to research and resolve requests or issues regarding clients' accounts, operations processes and technology applications; follows all the way through resolution and final communications.
Assist with various requests for information, referring more complex matters to colleagues.
Answer the telephone and assist callers or those making varied inquiries by email with requests for information, assistance, or education.
Conduct standard customer service activities and manage simple customer inquiries.
Partners effectively with other members of the Service team in supporting client requests.
Enter data into company systems, and review and verify the information to ensure accuracy and accessibility.
Function as a systems liaison, helping clients navigate and utilize various internal platforms by directing them to the appropriate tools and resources.
Works closely with other teams within RCS to enhance current processes.
Provide support to teammates and management as assigned.
Perform additional duties and responsibilities as assigned
Knowledge, Skills, and Abilities
Knowledge of
Proficient in Microsoft Excel
Various account types and general industry operations.
Preferred: Familiarity with Raymond James back-office systems, including COB, Relationship Management Center, Reports Center, Alerts Portal, and Consolidated Order Entry, or the ability to quickly learn and adapt to these platforms.
Skilled in
Works under supervision to meet high customer service standards.
Demonstrate organizational and time management skills with the ability to prioritize tasks, manage multiple responsibilities, and meet tight deadlines.
Proficient in operating standard office equipment and utilizing essential software applications to create professional correspondence, presentations, emails, and spreadsheets.
Use clear and effective verbal communications skills.
Strong attention to detail to ensure high-quality output without compromising efficiency or workflow.
Proven ability to follow through on tasks to ensure timely resolution and completion.
Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.
Ability to
Deliver exceptional customer service with professionalism, courtesy, and composure in all interactions.
Build and maintain effective working relationships across varied levels of the organization.
Effectively organize, track multiple tasks, and shift priorities in a challenging environment.
Perform well under pressure, maintaining productivity and focus during periods of high workload and tight deadlines.
Efficiently multitask across various functions and responsibilities daily.
Work independently while also contributing collaboratively within a team setting.
Develop knowledge and understanding of the organization's policies and procedures.
Educational/Previous Experience Requirements
Bachelor's degree in a related field or an equivalent combination of education and work experience.
Three (3) or more years' experience in financial services / operations.
Experience in a service organization/role preferred
Education
Bachelor's, Bachelor's: Business Administration, Bachelor's: Finance
Work Experience
General Experience - 3 to 6 years
Certifications
Travel
Less than 25%
Workstyle
Hybrid
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 firm
At 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.
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