Job Description Summary

The Digital Workflow Services Specialist / Team Lead serves as a Subject Matter Expert (SME) in returned mail handling, DocuSign/eSignature functionality, and Service Center systems, while overseeing departmental processes and leading cross-functional projects of moderate to complex scope. Working under minimal supervision, this role resolves escalations, directs workflows, and ensures compliance with regulatory standards. Responsibilities include assessing risk, mentoring associates, providing feedback to leadership, and collaborating with management to enhance procedures and drive continuous improvement across digital workflow operations.

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 St. Petersburg, FL Corporate Office.

Job Description

Responsibilities

• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

• Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague.

• Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.

• Provide a quality service to clients while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving client problems.

Knowledge of:

• Operations, DocuSign, and Service Center Suite.

• Procedures and industry regulations related to returned mail and lost client handling.

• Principles and practices of customer relations and communications.

• Excel, Word, Outlook, and other applications as needed.

•Advanced concepts, practices, and procedures of assigned functional area.

•Financial service industry with specific knowledge related to back-office processes.

Skills

• Achieves thoroughness and accuracy when accomplishing a task. Typically works with guidance.

• Receive, monitor and deal with all allocated customers. Typically works with guidance.

• Understand and operate effectively all client management systems. Typically works with guidance.

• Express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications. Typically works with guidance.

Education

High School (HS)

Work Experience

General Experience - 13 months to 3 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

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

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

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