Job Description

About Us:

Founded in 1962, Raymond James Financial, Inc. is a Fortune 500 diversified holding company providing financial services to individuals, corporations and municipalities through its subsidiary companies engaged primarily in investment and financial planning, in addition to capital markets and asset management. Headquartered in Florida, Raymond James Financial has approximately 8,000 financial advisors in 3,000 locations throughout the United States, Canada and overseas. With over 125 consecutive quarters of growth and Service 1st culture, Raymond James Financial aims to be the premier alternative to Wall Street.

Job Summary:

Raymond James Retirement Plan Services is seeking individuals with experience in customer service to join our team. This individual will be primarily responsible for fielding inquiries and processing transactions relative to IRAs, among other tasks/responsibilities. This is a great opportunity to apply transferable skills such as customer service, financial experience, processing/data entry and call center experience.

Under general supervision, associate uses skills gained through experience and on-the-job training to answer retirement plan related phone calls from branch personnel in a call center environment. Associate will provide a high degree of customer service through education to branch callers. Associate will also serve as a specialist processing complex financial transactions by evaluating, approving and completing retirement transactions in client accounts.

HOURS: 10am - 7pm

Essential Duties and Responsibilities:

Answers and responds to phone and email inquiries regarding issues.
Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.
Interprets rules and regulations by applying retirement plan knowledge.
Processes financial transactions accurately.
Conducts audits of account activity to ensure transactions meet regulatory compliance.
Reviews client requests for corrections to determine proper course of action and provide guidance to branch personnel on resolution.
Maintains knowledge of retirement plan rules and regulations by utilizing internal and external resources, as well as continuous training.
Communicates, researches and resolves issues with other internal departments.
Supports a continuous improvement environment by providing regular feedback to the leadership team on processes and procedures.
Provides support as well as assists in on-the-job training of new associates.
Reviews daily reports of individual productivity to evaluate personal performance.
Performs other duties and responsibilities as assigned.

Qualifications

Knowledge, Skills, and Abilities:

Knowledge of:

Retirement plans including various legal documents
General office practices and procedures.
Microsoft Word, Access, Excel and Outlook to create/update documents, reports, spreadsheets and emails.

Skill in:

Organizational and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
Problem solving and analysis sufficient to assess client issues and accurately provide resolutions.
Operating call center software applications.

Ability to:

Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
Acquire and maintain new knowledge in an ever changing regulatory environment.
Take an active part in the training and development of new associates.
Effectively gather relevant information and identify key issues.
Provide a high level of customer service in a fast paced call center environment.
Research and resolve problems in a timely manner.
Give attention to detail.

Educational/Previous Experience Requirements:

High School diploma or equivalent with a minimum of two (2) years of customer service experience.
OR ~
Any equivalent combination of education, experience and/or training approved by Human Resources.

Licenses/Certifications:

None required.