Service Advisor, RCS

Job Description Summary

Job Description
Leverages specialized knowledge and skills gained through experience, training, and/or certification to provide exceptional service to independent registered investment advisors and introducing broker dealers for the custodian and clearing services platform. Acts as a liaison between home office departments and clients to research and resolve requests or issues regarding clients’ accounts, operations processes and technology applications; follows all the way through resolution and final communications.

- Assist with various requests for information, referring more complex matters to colleagues.

- Answer the telephone and assist callers or those making varied inquiries by email with requests for information, assistance or education.

- Carry out standard customer service activities and handle simple customer inquiries.

- Partners effectively with other members of the Service team in supporting client requests.

- Enter data into company systems, and review and verify the information to ensure accuracy and accessibility.

- Proactively follow up with stakeholders, verbally or in writing, to confirm issue resolution and client satisfaction.

- Act as a systems liaison, helping clients navigate and utilize various internal platforms by directing them to the appropriate tools and resources.

- Works closely with other teams within RCS to enhance current processes

- Provide support to team mates and management as assigned.

- Perform additional duties and responsibilities as assigned

Responsibilities

Leverages specialized knowledge and skills gained through experience, training, and/or certification to provide exceptional service to independent registered investment advisors and introducing broker dealers for the custodian and clearing services platform; Acts as a liaison between home office departments and clients to research and resolve requests or issues regarding clients’ accounts, operations processes and technology applications; follows all the way through resolution and final communications; Assist with various requests for information, referring more complex matters to colleagues; Answer the telephone and assist callers or those making varied inquiries by email with requests for information, assistance or education; Carry out standard customer service activities and handle simple customer inquiries; Partners effectively with other members of the Service team in supporting client requests; Enter data into company systems, and review and verify the information to ensure accuracy and accessibility; Proactively follow up with stakeholders, verbally or in writing, to confirm issue resolution and client satisfaction; Act as a systems liaison, helping clients navigate and utilize various internal platforms by directing them to the appropriate tools and resources; Works closely with other teams within RCS to enhance current processes; Provide support to team mates and management as assigned; Perform additional duties and responsibilities as assigned

Requirements

Proficient in Microsoft Excel; Various account types and general industry operations; Works under supervision to meet high customer service standards; Demonstrate organizational and time management skills with the ability to prioritize tasks, manage multiple responsibilities, and meet tight deadlines; Proficient in operating standard office equipment and utilizing essential software applications to create professional correspondence, presentations, emails, and spreadsheets; Uses clear and effective verbal communications skills; Strong attention to detail to ensure high-quality output without compromising efficiency or workflow; Proven ability to follow through on tasks to ensure timely resolution and completion; Works with full competence to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability; Deliver exceptional customer service with professionalism, courtesy, and composure in all interactions; Build and maintain effective working relationships across varied levels of the organization; Effectively organize, track multiple tasks, and shift priorities in a fast-paced environment; Perform well under pressure, maintaining productivity and focus during periods of high workload and tight deadlines; Efficiently multitask across various functions and responsibilities daily; Work independently while also contributing collaboratively within a team setting; Develop knowledge and understanding of the organization's policies and procedures; Bachelor's degree in a related field or an equivalent combination of education and work experience; Three (3) or more years’ experience in financial services / operations; General Experience - 3 to 6 years

Nice to have

Familiarity with Raymond James back-office systems, including COB, Relationship Management Center, Reports Center, Alerts Portal, and Consolidated Order Entry—or the ability to quickly learn and adapt to these platforms; SIE; Series 7 license; Series 63/65 or 66 license

Benefits

Additional compensation (cash or equity); discretionary bonuses; commissions; medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); parental leave