Customer Account Associate | Southfield, MI

Raymond James • Southfield, MI

12d • Hybrid

About The Position

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in our Southfield, MI Corporate Office. In a dynamic call center environment, the Customer Account Associate serves as the critical link between branch offices and the Home Office, delivering high-quality account servicing and support. The role involves reviewing, updating, and maintaining client accounts while ensuring compliance with firm policies, regulatory standards, and collection procedures. The associate actively monitors account activity to safeguard the interests of clients, Financial Advisors (FAs), and the Firm. Responsibilities include resolving escalated issues, assisting internal associates and FAs with client support needs, and recommending solutions to moderately complex problems. The associate also supports team development by mentoring less experienced colleagues, maintains accurate records in accordance with exchange and firm requirements, and has frequent interaction with internal clients to ensure satisfaction and operational integrity.

Requirements

• Knowledge of: Compliance, with an eye for situations that could present risk to the firm.
• Skills: Uses clear and effective verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.
• Supports business processes under supervision by applying an understanding and effective use of standard office equipment and standard software packages.
• Works under supervision to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Works to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability.
• Typically works under close supervision.
• Works to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.
• Typically works under close supervision.
• Works under supervision to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works under supervision to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences.
• Typically works under close supervision.
• Works under supervision to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receives, monitors and deals with allocated customers at an elementary level, working under supervision.
• Applies understanding of the business environment and objectives to develop solutions under supervision.
• Works under supervision to meet high customer service standards.
• Works under supervision to understand and effectively operate all customer management systems.
• Works under supervision to perform data analysis for use in reports to help guide decision making.
• Works to select, deploy and get the best results from the most appropriate office system.
• Works to recognize sales opportunities during service interactions to enhance overall customer service.
• Typically works under close supervision.
• High School (HS) (Required)
• General Experience - 13 months to 3 years

Responsibilities

• Assist with various requests for information, referring more complex matters to colleagues.
• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
• Carry out standard customer service activities and handle simple customer inquiries.
• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.
• Maintain files and records.
• Organize own work schedule each day in line with changing priorities.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees