Branch Service Advisor | Financial Licensing Required

Raymond James•Memphis, TN

4d•Hybrid

About The Position

The Branch Service Advisor serves as a key point of contact within the Branch & Concierge Services team, providing high-touch support by processing Financial Advisor requests, resolving inquiries, and addressing service needs professionally and efficiently. The advisor maintains ongoing relationships with Financial Advisors and internal partners, serving as a trusted liaison between branches and operational units. This is a hybrid role requiring three days per week in the Memphis, Tennessee corporate office. After training, the regular schedule is Monday through Friday, 10 a.m.–7 p.m. Central Time. During the first few months of training, the schedule is Monday through Friday, 8 a.m.–5 p.m. Central Time. The position provides advanced product and service information, handles complex customer questions and escalations, processes custom or special orders, and coordinates with relevant teams. It involves contacting customers by telephone or video, developing relationships, resolving queries and complaints, documenting interactions in the CRM, and helping customers understand and address their needs. The advisor is expected to provide exceptional customer service, follow organizational policies and regulatory requirements, seek approval for procedural exceptions, and maintain knowledge through training and ongoing education. The role requires a high school education and financial securities licensing. The SIE must be completed before starting unless an exemption or grandfathering applies. A Series 7 and Series 63 or 66 license are required, or must be obtained within six months. General experience of 13 months to 3 years is listed. Travel is less than 25%. The position is eligible for a benefits package that may include medical, dental, and vision coverage; life, critical illness, accident, and disability insurance; retirement savings; paid time off, including vacation, holidays, and sick leave; and parental leave. Eligibility and specific offerings may vary by position and employment status.

Requirements

Completed high school education.
SIE certification before starting, unless an exemption or grandfathering applies.
Series 7 license, or ability to obtain it within six months.
Series 63 or Series 66 license, or ability to obtain it within six months.
13 months to 3 years of general experience.
Competence in digital customer communications, service conversations, handling frustrated customers, relationship-building, and customer-focused service.
Ability to perform customer and sales conversations, including identifying client needs, establishing trust, understanding buying influences, and discussing potential changes and solutions.

Responsibilities

Provide advanced product and service information and respond to complex customer questions.
Record and process custom or special orders that may require additional delivery resources, coordinating with relevant teams.
Respond promptly and appropriately to advanced issue escalations and provide managerial approvals as required.
Call allocated customers by telephone or video to develop relationships and serve as a first point of contact for queries and complaints.
Schedule follow-up actions and enter relevant customer contact information into the CRM to support call planning, customer retention, and business development.
Interview customers using a complex multilevel sales script to clarify requirements, or assist with interviews of potential customers; take detailed notes on client requirements.
Provide exceptional customer service to encourage continued use of the organization’s products and services.
Develop knowledge of organizational policies, procedures, regulatory codes, and codes of conduct, and ensure work complies with them.
Obtain supervisor or manager authorization for exceptions to mandatory procedures.
Participate in assessment, development planning, training, and coaching; maintain knowledge of relevant technology, regulation, and industry best practices through ongoing education and specialist media.