Hybrid Work Environment: 40% in-office and up to 60% work-from-home, if desired. Must live within commutable distance from our home office.

Job Summary
Under limited supervision, uses advanced knowledge and skills to provide support and assistance to complete assigned job responsibilities and projects that are moderately complex in nature. Projects and duties will vary widely based on department needs and priorities. Provides subject matter expertise and front line service support to our branch personnel through the processing of complex documents, answering questions through phone and emails. Collaborates with the management team to coordinate department workflows and identify opportunities for operational efficiency. Partners with Asset Management Services (a division of Raymond James & Associates), to support the establishment and maintenance of advisory and managed accounts. Every associate works both independently and within a team environment to achieve world class customer service.

Essential Duties and Responsibilities
• Acts as a subject matter expert for both internal and external clients (that include financial advisors (FA’s) and sales assistants (SA’s)
• Independently processes and answers questions on moderately complex issues, analyzing and interpreting data to determine appropriate corrective action.
• Performs a variety of operational tasks aimed at supporting Advisory and Managed account establishment and maintenance.
• Understands client needs, identifies root causes of more complex problems and implements pragmatic solutions.
• Provides functional support to less experienced associates including resolving client escalations.
• Manages basic department workflows to ensure work is completed in a timely manner.
• Processes various advanced regulatory reports and contacts FA’s to resolve account issues.
• Influences a culture where on-the-job training is prevalent. Acts in a mentor capacity to less experienced associates and provides training support for specific functions, under the guidance of the department trainers or leadership.
• Contributes heavily to department projects, documentation, functional analysis and testing as needed.
• Assists with establishing and enforcing policies and procedures. Recommends and helps implement suggestions to improve workflows, policies and procedures.
• Supports the creation and updates to department documentation such as user manuals, quick reference guides, job procedures, RJnet, training materials, and other relevant job aides.
• May assist with after-hour account validation events related to Mass Account Transfers.
• Performs other duties and responsibilities as assigned and as volume/staffing dictates.

Knowledge, Skills, and Abilities
Knowledge of
• Operations and AMS systems.
• Customer operations and the financial industry.
• Accounting concepts and principles.
• Investment concepts, practices and procedures used in the securities industry.

Skill in
• Detail orientation and flexibility sufficient to handle high volume of work requiring quick analytical and supportive responses.
• Interpersonal and communication (written and verbal) skills sufficient to interact with associates at all levels of the organization as well as financial advisors and branch personnel.
• Identifying and resolving operational issues.
• Numerical aptitude and critical thinking sufficient to solve operational problems.
• Analyzing operational processes and identifying opportunities for improvement.
• Operating standard office equipment and using required software applications to produce correspondence, reports and electronic communication.

Ability to
• Organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced work environment.
• Handle stressful situations and provide a high level of customer service in a calm and professional manner.
• Partner with other functional areas to accomplish objectives.
• Attend to detail while maintaining a big picture orientation.
• Read, comprehend and apply business-related information.
• Incite enthusiasm and influence, motivate and persuade others to achieve desired outcomes without benefit of formal organizational authority.
• Interpret and apply policies and identify and recommend changes as appropriate.
• Communicate effectively, both orally and in writing.
• Work independently as well as collaboratively within a team environment.
• Serve as a role model and provide a high level of customer service.
• Establish and maintain effective working relationships at all levels of the organization.

Educational/Previous Experience Requirements
Education/Previous Experience
• Associates degree and/or 2-5 years experience in customer service or the financial services industry or bachelor’s degree and/or 0-2 years experience in customer service or the financial services industry.
• OR ~
• An equivalent combination of education, experience and/or training approved by Human Resources.

Licenses/Certifications
• None required.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.
We expect our associates at all levels to:
• Grow professionally and inspire others to do the same
• Work with and through others to achieve desired outcomes
• Make prompt, pragmatic choices and act with the client in mind
• Take ownership and hold themselves and others accountable for delivering results that matter
• Contribute to the continuous evolution of the firm