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Branch Escalation Manager- Technology

3 weeks ago

St Louis, Missouri, United States Edward Jones Full time

Want a meaningful career where you can make a difference? Edward Jones sounds perfect for you.
Collaboration. Autonomy. Opportunity. Words our headquarters associates use when talking about working at Edward Jones. Words that describe what it's like being part of a firm where everyone is aligned toward a singular focus: serving the client. And everyone is working to make the firm better together - as they grow as individuals. If these words resonate with you, we should talk.

Job Overview
Position Schedule:
Full-Time

This job posting is anticipated to remain open for 30 days, from 18-Nov-2025. The posting may close early due to the volume of applicants.

Responsibility Summary

  • Lead Branch & Forum Member escalations from Inception through to Resolution

  • Act as advocate for the FA and Branch Team when they need extra help and expertise from the Home Office

  • Provide one, single contact they can rely on for updates and resolution
  • Build Strong Rapport with Branch Team, to build trust and recognition as reliable escalation contact

  • Act as a Sounding board for general questions/concerns about a technical topic

  • Connect with Key Stakeholder groups to build network of skills and experience that will aid in Escalation Resolution

  • BSD Technology Teams

  • Digital Product Teams
  • INF Technology Teams
  • HD / Tech - Adv Branch Support
  • Service Division - Adv Branch Support
  • Operations Division - Acct Processing

  • Branch Development - Share Real Estate

  • Collect, Analyze and Summary data supportive to resolving existing Branch Team issues and predicting potential future incidents

  • Provide expertise to Tech teams in best methods to gather and monitor Branch activity supportive of Tech analysis and troubleshooting [i.e. Branch Team Zoom monitoring; Tool usage and navigation]

  • Build familiarity with Tech monitoring tools to support data collection and analysis [i.e. Branch Health; Nexthink; Splunk; Grafana]

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.

Hiring Minimum:
$84100

Hiring Maximum:
$143100

Skills/Requirements
Read More About Job Overview

Qualifications Required In The Job

  • 8+ years of experience within Financial Services industry
  • 4+ years experience in a Field-facing guidance/coaching/support role [direct or indirect]
  • 2+ years of experience in Technology role

Depth of knowledge of principles and practices of a specific field of specialization such as finance, human resources, IS, marketing, etc.

Establish/Strengthen Proficiency In The Following Areas

  • Branch Systems/Workflow [High]
  • Digital Workspace Current and Future feature sets [High]
  • Communicates with Impact to Branches/Areas/Regions and HQ Leaders/Stakeholders at all levels [High]
  • Case management -track updates and status from multiple stakeholders; perform as single point of contact for branch team [Med to High]
  • EDJ Device Troubleshooting [Low to Medium]
  • Network/Connectivity [Low to Medium]

Problem Solving
Profile of Escalation problem solving -

  • Complexity: Medium a. Incidents do not require high proficiency in any one technical or business topic b. Subject Matter Expertise can be solicited for most incidents
  • Amount of Fact Finding: Medium to High a. For small set of incidents, resolution is readily available or can be obtained with minimal research. b. For most, resolution requires research of policies/capabilities along with consultation of Subject Matter Experts
  • Frequency: Daily

Span Of Influence

  • This role does not have direct supervisory responsibilities.
  • The person in this role is an Advocate for the Branch Teams. Thus, the nature and frequency of escalations will dictate the need to engage and influence various areas to provide proper priority, resources and focus on the Incident at hand.

Read More About Skills/Requirements
Awards & Accolades
At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones

Read More About Awards & Accolades

About Us
Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report.

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.