Branch Escalation Manager- Technology

Edward Jones•Saint Louis, MO

34d

About The Position

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.

Requirements

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.
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]

Responsibilities

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
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]

Benefits

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume