Customer Account Associate | St. Petersburg, FL

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 in our St. Petersburg, FL Corporate Home Office. In a dynamic call center environment, the Customer Account Associate serves as the critical link between branch offices and the Home Office, delivering high-quality account servicing and support. The role involves reviewing, updating, and maintaining client accounts while ensuring compliance with firm policies, regulatory standards, and collection procedures. The associate actively monitors account activity to safeguard the interests of clients, Financial Advisors (FAs), and the Firm. Responsibilities include resolving escalated issues, assisting internal associates and FAs with client support needs, and recommending solutions to moderately complex problems. The associate also supports team development by mentoring less experienced colleagues, maintains accurate records in accordance with exchange and firm requirements, and has frequent interaction with internal clients to ensure satisfaction and operational integrity.

Responsibilities

Reviewing, updating, and maintaining client accounts while ensuring compliance with firm policies, regulatory standards, and collection procedures; Monitoring account activity to safeguard the interests of clients, Financial Advisors (FAs), and the Firm; Resolving escalated issues; Assisting internal associates and FAs with client support needs; Recommending solutions to moderately complex problems; Supporting team development by mentoring less experienced colleagues; Maintaining accurate records in accordance with exchange and firm requirements; Frequent interaction with internal clients to ensure satisfaction and operational integrity; Assist with various requests for information; Answer the telephone and assist callers or those making varied inquiries by email or mail; Carry out standard customer service activities and handle simple customer inquiries; Conduct data entry into company systems and review and verify the information; Enter data into standard branch systems, including handling and documenting counter transactions; Maintain files and records; Organize own work schedule in line with changing priorities; Follow mandatory procedures to ensure work is carried out to required quality standards and adherence to regulatory codes and internal codes; Develop and maintain procedural or technical skills through training and coaching

Requirements

High School (HS) (Required); General Experience - 4 to 6 months; Knowledge of Compliance, with an eye for situations that could present risk to the firm; Uses clear and effective verbal communications skills under supervision; Supports business processes under supervision by applying an understanding and effective use of standard office equipment and standard software packages; Works under supervision to develop appropriate plans or perform necessary actions based on recommendations and requirements; Works to make every customer interaction positive; Works to navigate customer conversations by leveraging the four parts of a service conversation; Works under supervision to plan, organize, prioritize and oversee activities to efficiently meet business objectives; Works under supervision to develop, monitor, interpret and understand policies and procedures; Works to connect with customers to strengthen the relationship; Works under supervision to analyze data from multiple sources; Receives, monitors and deals with allocated customers at an elementary level; Applies understanding of the business environment and objectives to develop solutions under supervision; Works under supervision to meet high customer service standards; Works under supervision to understand and effectively operate all customer management systems; Works under supervision to perform data analysis for use in reports; Works to select, deploy and get the best results from the most appropriate office system; Works to recognize sales opportunities during service interactions to enhance overall customer service

Benefits

Additional compensation (cash or equity); Discretionary bonuses; Commissions; Medical; Dental; Vision; Life insurance; Critical illness insurance; Accident insurance; Disability benefits; Retirement savings; Paid time off (including vacation, holidays, and sick leave); Parental leave