Client Services Representative

2 weeks ago

Memphis, Tennessee, United States Raymond James Financial Incorporated Full time

Position Overview


Under general oversight, utilizes specialized expertise and skills acquired through experience and/or formal education to support branch offices and Financial Advisors (FA) in addressing client requirements by investigating and resolving elevated issues related to client accounts.

Addresses and proposes solutions to moderately complex challenges that arise with the FAs, their clients, branch administration, and/or other departments within Raymond James.


Key Responsibilities

  • Serves as a communication bridge between home office departments and branch offices to investigate and resolve escalated client account issues conveyed through various channels; ensures thorough follow-up until resolution and final communication.
  • Employs analytical skills and discretion to independently resolve issues, ensuring client satisfaction while adhering to company policies and procedures.
  • Conducts follow-ups, either verbally or in writing, to confirm client satisfaction.
  • Handles incoming inquiries regarding qualifications, instructions, or documentation requirements for diverse programs.
  • Responds to questions related to operational policies and procedures, conveying the policies that govern the processes managed at the retail level.
  • Collaborates with Registrations, Sales Management, and Compliance departments to monitor, identify, and resolve issues that necessitate escalation by branches and FAs.
  • Acts as a guide for branches by explaining the various systems utilized and directing FAs to the appropriate systems required.
  • Executes trades in the absence of the FA.
  • Assists branches and the Asset Management Services team to ensure independent branches fulfill requirements for specific advisory account types.
  • Serves as the primary contact for certain firm initiatives, changes, or unforeseen events, such as alterations to account fees, trade fees, statements, and reports.
  • Acts as the liaison for the Attorney of the Day process.
  • Keeps records of incoming calls, resolutions provided, and any follow-up communications with branch personnel.
  • Addresses FA inquiries and concerns regarding statements and confirmations, demonstrating an understanding of various products and information on different types of statements.
  • Evaluates and determines approval for fee-waivers submitted by branches on a case-by-case basis.
  • Collaborates with branches and advisors regarding the costs associated with business operations (trade-related expenses).
  • Serves as the main point of contact during BCP events for independent branches.
  • Performs additional duties and responsibilities as assigned.
Qualifications:

Knowledge, Skills, and Abilities

Knowledge of

  • Fundamental office and branch practices, procedures, and methodologies.
  • Account types and general industry operations.
  • Back office systems.
  • Consolidated Order Entry as the main contact.

Skill in

  • Organizational and time management skills sufficient to prioritize workload, manage multiple tasks, and meet deadlines.
  • Operating standard office equipment and utilizing required software applications to produce correspondence, presentations, electronic communication, and spreadsheets.
  • Attention to detail to ensure quality standards are met without disrupting workflow.
  • Follow-up to ensure resolution and completion of tasks.

Ability to

  • Deliver a high level of customer service in a calm, courteous, and professional manner.
  • Establish and maintain effective working relationships at all organizational levels.
  • Organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
  • Utilize effective oral and written communication skills to interact efficiently with Financial Advisors and branch associates.
  • Work constructively under stress and pressure when faced with high workloads and deadlines.
  • Manage situations that require de-escalation in high-volume circumstances.
  • Multi-task across several different functions daily.

Educational/Previous Experience Requirements

Education/Previous Experience

  • Bachelor's degree and two (2) years of service industry experience, preferably in the financial services sector.
  • OR ~
  • An equivalent combination of experience, education, and/or training as approved by Human Resources.

Licenses/Certifications

  • SIE required unless an exemption or grandfathering applies.
  • Series 7 License or ability to obtain within six (6) months.
  • Series 63 or 66 License or ability to obtain within six (6) months.
Raymond James Guiding Behaviors


At Raymond James, our associates adhere to five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to uphold the firm's core values of client-first, integrity, independence, and a conservative, long-term perspective.


We expect our associates at all levels to:

  • Advance professionally and inspire others to do the same.
  • Collaborate with and through others to achieve desired outcomes.
  • Make prompt, pragmatic decisions with the client in mind.
  • Take ownership and hold themselves and others accountable for delivering meaningful results.
  • Contribute to the ongoing evolution of the firm.

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