Service Champion, RCS

Raymond James•Saint Petersburg, FL

1d•Hybrid

About The Position

Receives and processes customer orders, inquiries and/or complaints covering items or products ordered. Maintains an ongoing relationship with selected Under minimal supervision, uses specialized knowledge and skills obtained through experience, specialized training and/or certification to foster a positive client relationship and deliver an exceptional service experience for independent registered investment advisors and introducing broker dealers for the custodian and clearing services platform. Being a Service Champion requires the ability to listen and empathize, respond promptly, offer solutions, and maintain knowledge on products and services. As the dedicated point of contact for assigned clients, acts as an extension of the platform and provides support by researching and resolving escalated problems or complex issues associated with client accounts, product launches, technology applications and special projects.

Requirements

Knowledge of Products, process, and business structure of independent registered investment advisors and introducing broker dealers.
Working knowledge of account types and experience in industry operations in general.
Exceptional customer service skills.
Raymond James based systems and reports.
Raymond James products and service offering for RIAs and Introducing Broker Dealers.
Leveraging technology and back office systems to service clients.
Each department within Raymond James and how clients interact with them.
Organization and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication, and spreadsheets.
Strong communication skills and the ability to translate client needs to various internal stakeholders.
Strong analytical ability with high aptitude for speed and acumen.
Provide a high level of customer service in a calm, courteous and professional manner.
Listen, empathize, and build client trust.
Resolve client issues quickly and efficiently, with a high degree of accuracy.
Quickly assess a situation and break down complex problems to offer solutions.
Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
Use effective oral and written communication skills to communicate and interact effectively with clients in various roles at the RIA or broker dealer, including executive management.
Constructively work under stress and pressure when faced with high workloads and deadlines.
Multi-task between several different functions daily.
Work independently as well as collaboratively within a team environment.
Establish and maintain effective working relationships with operational departments within the firm.
Bachelor's degree in a related field or an equivalent combination of education and work experience.
Bachelor’s degree and three (3) years of service industry experience preferably in the financial services field.
Three (3) or more years’ experience in financial services / operations.

Nice To Haves

Experience in a service organization/role preferred
SIE and Series 7 license preferred but not required

Responsibilities

Acts as a liaison between home office departments and clients to research and resolve complex, escalated issues regarding clients’ accounts, operations processes and technology applications; follows the issue all the way through resolution and final communications.
Overall ownership to resolve client requests and escalated issues.
Identifies and independently resolves complex issues for clients when possible.
Determines best method to resolve issues to ensure client satisfaction and adherence to policy and procedure.
Proactively follows up in a timely manner, either verbally or in writing, to ensure client satisfaction.
Responds to inquiries related to qualifications, instructions, or paperwork requirements for various programs or account types.
Coordinates or facilitates training on the Raymond James platform; proactively shares best practices for navigating and working within the various systems.
Educates clients on new tools, products and processes being launched by the firm or RCS division.
Serves as main point of contact for certain firm or RCS division initiatives, changes, or unexpected events.
Responds to client questions or concerns about statements, confirms, or other firm driven correspondence. Must understand and be able to interpret all products and information on various types of statements and reports.
Reviews, maintains, and documents client interactions in databases as required; track workflow.
Presents at Home Office Visits (HOVs) for prospective clients.
Prepares for client meetings and ensures follow up to actionable items post meeting.
Performs other duties and responsibilities as assigned.