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Service Associate

4 months ago

Saint Petersburg, United States Raymond James Full time

Job Summary:

Under general supervision, uses specialized knowledge and skills obtained through experience and/or formal training to assist Raymond James' clients in researching and resolving escalated issues. Recommends solutions to moderately complex problems. Extensive contact with customers via phone.

Essential Duties and Responsibilities:

* Acts as a liaison between home office departments to research and resolve escalated issues regarding clients' accounts communicated via phone, correspondence, email and online inquiries; follows the issue all the way through resolution and final communications.
* 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.
* Responds to incoming inquiries related to qualifications, instructions or paperwork requirements for various programs.
* Addresses inquiries pertaining to operational policies and procedures and relay policies that govern the procedures handled at the retail level.
* Communicates and coordinates with home office departments to resolve issues related to client accounts.
* Reviews, maintains and documents weekly reports and the status of assigned tasks.
* Executes trades based on verbal instructions from the client..
* Performs other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities:

Knowledge of:

* Basic office practices, procedures and methods.
* Account types and industry operations in general.
* Back office systems.

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 clients and

home office.

* 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 three (3) years experience in the financial services industry, preferably including

related service experience.

* Associates and/or Bachelor's Degree Preferred but not required..

Licenses/Certifications

* SIE required provided that an exemption or grandfathering cannot be applied.
* Series 7 and 63 licensing required.