Service Champion, RCS

Essential Duties and 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.
• Overall ownership to resolve client requests and escalated issues.
• 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.
• Collaborates with clients to coordinate or facilitate training on the Raymond James platform; proactively shares best practices for navigating and working within the various systems.
• 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.

Knowledge, Skills, And Abilities

• 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.

Skills

• 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.
• Ability to 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.