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Lead Client Services Specialist

2 months ago

Kennedy Space Center, United States Raymond James Financial Incorporated Full time

Job Overview
Under general oversight, utilize specialized expertise and skills acquired through experience and/or training to assist in the comprehensive management of a designated functional area. This includes collaborating with the management team to pinpoint opportunities for operational efficiency and productivity enhancements, as well as aiding in special initiatives.

The role entails training and guiding fellow associates while supervising routine tasks. Clear instructions and established protocols are provided to perform a variety of responsibilities that necessitate significant evaluation, creativity, or ingenuity in making standard decisions.

Key Responsibilities

  • Oversee team workflows to ensure tasks are completed accurately and punctually.
  • Offer support and guidance to incoming inquiries regarding operational requirements, processes, policies, and timelines.
  • Facilitate the training of associates and educate branch personnel on application usage and system enhancements.
  • Engage extensively with internal and external clients to identify, investigate, and resolve issues.
  • Demonstrate departmental procedures and functionalities to visiting branch and home-office support staff.
  • Coordinate cross-training, coaching, and mentoring initiatives. Serve as a backup for cross-functional responsibilities during absences.
  • Assist in research and the development, revision, and maintenance of the department's online training manual as necessary.
  • Implement innovative ideas to enhance job performance and productivity.
  • Monitor and address issues related to regulations concerning client accounts, identifying potential problems or statuses of high-risk accounts.
  • Provide input to supervisors regarding the prioritization of assignments regularly.
  • Prepare written summaries, reports, and spreadsheets for special projects for management review.
  • Process and follow up on client documentation to ensure proper account maintenance.
  • Draft letters, forms, and spreadsheets to support existing clients and prospect for new ones.
  • Initiate improvements in efficiency and productivity.
  • Create and maintain records and files.
  • Ensure all required client documentation is up-to-date with firm and industry standards, rules, and regulations.
  • Perform additional duties, special projects, and responsibilities as assigned.

Qualifications:
Knowledge, Skills, and Abilities

  • Understanding of operations and systems within the assigned functional area.
  • Advanced knowledge of customer operations and the financial industry.
  • Proficient in advanced accounting concepts and principles.
  • Familiarity with advanced investment concepts, practices, and procedures utilized in the securities industry.
  • Knowledge of financial markets and products.

Skills

  • Detail-oriented with the flexibility to manage a high volume of calls requiring prompt analytical and supportive responses.
  • Strong interpersonal and communication skills, both written and verbal, to interact with associates at all organizational levels.
  • Adept at identifying and resolving operational challenges.
  • Numerical aptitude and critical thinking skills to address operational issues.
  • Ability to analyze operational processes and recognize improvement opportunities.
  • Proficient in operating standard office equipment and utilizing required software applications for correspondence, reports, and electronic communication.

Abilities

  • Navigate high-pressure situations while providing exceptional customer service in a composed and professional manner.
  • Collaborate with other functional areas to achieve objectives.
  • Maintain attention to detail while keeping a broader perspective.
  • Read, comprehend, and apply business-related information effectively.
  • Interpret and apply policies, recommending changes as necessary.
  • Organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities in a dynamic work environment.
  • Utilize appropriate interpersonal styles to communicate effectively, both orally and in writing, across all organizational levels.
  • Research and analyze account information thoroughly.
  • Work independently as well as collaboratively within a team setting.
  • Serve as a role model, providing a high level of customer service.
  • Establish and maintain effective working relationships at all organizational levels.

Education/Experience Requirements

  • Associate's degree with two (2) to five (5) years of relevant service experience.
  • OR an equivalent combination of education, experience, and/or training approved by Human Resources.

Licenses/Certifications

  • No specific licenses required.

Raymond James Guiding Behaviors
At Raymond James, our associates embody 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:

  • Grow professionally and inspire others to do the same.
  • Work collaboratively 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 continuous evolution of the firm.