Service Champion, RCS

Receives and processes customer orders, inquiries and/or complaints covering items or products ordered. Maintains an ongoing relationship with selected Under minimal supervision, uses specialized knowledge and skills obtained through experience, specialized training and/or certification to foster a positive client relationship and deliver an exceptional service experience for independent registered investment advisors and introducing broker dealers for the custodian and clearing services platform. Being a Service Champion requires the ability to listen and empathize, respond promptly, offer solutions, and maintain knowledge on products and services. As the dedicated point of contact for assigned clients, acts as an extension of the platform and provides support by researching and resolving escalated problems or complex issues associated with client accounts, product launches, technology applications and special projects.

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; follows the issue all the way through resolution and final communications; Overall ownership to resolve client requests and escalated issues; Identifies and independently resolves complex issues for clients when possible; 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; Coordinates or facilitates training on the Raymond James platform; proactively shares best practices for navigating and working within the various systems; Educates clients on new tools, products and processes being launched by the firm or RCS division; 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; Reviews, maintains, and documents client interactions in databases as required; track workflow; Presents at Home Office Visits (HOVs) for prospective clients; Prepares for client meetings and ensures follow up to actionable items post meeting; Performs other duties and responsibilities as assigned

Requirements

Bachelor's degree and five (5) years of service industry experience; Equivalent combination of experience, education, and/or training as approved by Human Resources; 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; Exceptional customer service skills; Knowledge of Raymond James based systems and reports; Knowledge of Raymond James products and service offerings for RIAs and Introducing Broker Dealers; Ability to leverage technology and back office systems to service clients; Knowledge of each department within Raymond James and how clients interact with them; Organization and time management skills; Ability to operate standard office equipment and required software; Strong communication skills; Strong analytical ability; Ability to provide a high level of customer service; Ability to listen, empathize, and build client trust; Ability to resolve client issues quickly and efficiently; Ability to manage multiple tasks in a fast-paced work environment; Ability to work independently and collaboratively

Nice to have

Preferably in the financial services field; Experience in a service organization/role preferred; SIE and Series 7 license preferred but not required

Benefits

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; additional compensation (cash or equity); discretionary bonuses; commissions