Senior Client Services Associate - RJ Bank

Raymond James•Saint Petersburg, FL

3d•Onsite

About The Position

Under general supervision, the Senior Client Services Associate uses specialized knowledge and skills gained through experience or training to support management of an assigned functional area. The role collaborates with the management team to identify operational efficiencies and productivity improvements, assists with special projects, and may train associates, lead their work, and supervise highly routine tasks. The position involves making routine decisions using established procedures and guidelines, recommending solutions to complex problems, and supporting department projects and job functions. The associate also supports department training, including maintaining training tools, and works extensively with internal and external clients to research and resolve problems. The associate supports team workflows, provides operational guidance to callers, opens deposit accounts, trains branch associates on applications and system enhancements, and demonstrates procedures to branch and home-office support staff. The role includes account documentation and maintenance, regulatory issue monitoring, preparation of project reports and client materials, maintaining records and training resources, and identifying opportunities to improve efficiency and productivity. The associate works independently and collaboratively, manages multiple detailed assignments in a fast-paced environment, and provides calm, professional customer service. The position is resident (onsite) and requires less than 25% travel. General experience of 7 to 12 months is listed. The description does not specify a degree requirement or a salary range.

Requirements

General experience of 7 to 12 months.
Knowledge of operations and systems in the assigned functional area.
Advanced customer operations and financial industry knowledge.
Advanced accounting concepts and principles.
Advanced investment concepts, practices, and procedures used in the securities industry and as required by the assigned functional area.
Knowledge of financial markets and products.
Detail orientation and flexibility to handle a high volume of phone calls requiring quick analytical and supportive responses.
Written and verbal interpersonal and communication skills to interact with associates at all organizational levels, financial advisors, and branch personnel.
Ability to identify and resolve operational issues.
Numerical aptitude and critical thinking sufficient to solve operational problems.
Ability to analyze operational processes and identify opportunities for improvement.
Ability to operate standard office equipment and use required software applications to produce correspondence, reports, and electronic communications.
Ability to navigate stressful situations and provide calm, professional customer service.
Ability to partner with other functional areas to accomplish objectives.
Ability to attend to detail while maintaining a big-picture orientation.
Ability to read, comprehend, and apply business-related information.
Ability to interpret and apply policies and identify and recommend changes as appropriate.
Ability to organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
Ability to communicate effectively, orally and in writing, with all organizational levels.
Ability to research and analyze account information.
Ability to work independently and collaboratively in a team environment.
Ability to serve as a role model and provide a high level of customer service.
Ability to establish and maintain effective working relationships at all levels of the organization.

Responsibilities

Monitor team workflows to help ensure assignments are completed accurately and on time.
Provide support and direction to incoming callers regarding operational requirements, processes, policies, and time frames.
Open new deposit accounts.
Facilitate associate training and educate branch associates on applications and system enhancements.
Identify, research, and resolve issues through contact with internal customers and external contacts.
Demonstrate department procedures and functionality to branch and home-office support staff.
Coordinate or provide cross-training, coaching, and mentoring.
Provide backup for cross-functional responsibilities during absences.
Research, develop, revise, and maintain the department's online training manual as needed.
Help implement ideas to improve job performance and production.
Assist in monitoring and resolving regulatory issues related to client accounts, including identifying potential problems or the status of high-risk accounts and situations.
Provide the supervisor with input on assignment prioritization.
Prepare written recaps, reports, and spreadsheets for special projects and submit them to management for review.
Process and follow up on client documentation to ensure proper account maintenance.
Prepare letters, forms, and spreadsheets to support existing clients and prospecting for new clients.
Initiate efficiency and productivity improvements.
Create and maintain records and files.
Ensure required client paperwork is current with firm and industry requirements, rules, and regulations.
Perform other assigned duties, special projects, and responsibilities.