Retirement Plan Service Associate | Memphis, TN

1 week ago

Southfield, United States Raymond James Financial Incorporated Full time

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 one of the following locations: Memphis, TN;or Southfield, MI

Shift Hours: Your initial working hours will be from 10:30 AM to 7:00 PM. Based on performance and operational needs, you may be able to shift to an earlier schedule of 8:30 AM to 5:00 PM in the future.

Training Hours: Training is comprehensive and will take place from 8:30 AM to 5:00 PM, lasting approximately three months. This will prepare you thoroughly for your role.

Overtime: During our peak period from November to April, mandatory overtime is required. You will receive compensation at a rate of 1.5 times your regular hourly rate for any overtime hours worked.

Job Summary:

Under general supervision, associate uses skills gained through experience and on-the-job training to answer retirement plan related phone calls from branch personnel in a call center environment.Associate will provide a high degree of customer service through education to branch callers. Associate will also serve as a specialist processing complex financial transactions by evaluating, approving and completing retirement transactions in client accounts.

Essential Duties and Responsibilities:

•Answers and responds to phone and email inquiries regarding issues.

•Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.

•Interprets rules and regulations by applying retirement plan knowledge.

•Processes financial transactions accurately.

•Conducts audits of account activity to ensure transactions meet regulatory compliance.

•Reviews client requests for corrections to determine proper course of action and provide guidance to branch personnel on resolution.

•Maintains knowledge of retirement plan rules and regulations by utilizing internal and external resources, as well as continuous training.

•Communicates, researches and resolves issues with other internal departments.

•Supports a continuous improvement environment by providing regular feedback to the leadership team on processes and procedures.

•Provides support as well as assists in on-the-job training of new associates.

•Reviews daily reports of individual productivity to evaluate personal performance.

•Performs other duties and responsibilities as assigned.

Qualifications:

Knowledge, Skills, and Abilities:

Knowledge of:

•Retirement plans including various legal document

•General office practices and procedures.

•Microsoft Word, Access, Excel and Outlook to create/update documents, reports, spreadsheets and emails.

Skill in:

•Organizational and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines.

•Problem solving and analysissufficient 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.

•Acquire and maintain new knowledge in an ever changing regulatory environment.

•Take an active part in the training and development of new associates.

•Effectively gather relevant information and identify key issues.

•Provide a high level of customer service in a fast paced call center environment.

•Research and resolve problems in a timely manner.

•Give attention to detail.

Educational/Previous Experience Requirements:

•High School diploma or equivalent with a minimum of two (2) years of customer service experience.

~or~

•Any equivalent combination of education, experience and/or training approved by Human Resources.

Licenses/Certifications:

•None Required.

Raymond James Guiding Behaviors

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 outcome

•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

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