Job Description

Hybrid Work Environment: 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 averaging 12 days per month in one of the following locations: St Petersburg, FL; Memphis, TN;  or Southfield, MI

Shift Hours: Your initial working hours will be from 10:30 AM to 7:00 PM. Based on performance and operational needs, you may be able to shift to an earlier schedule of 8:30 AM to 5:00 PM in the future.

Training Hours: Training is comprehensive and will take place from 8:30 AM to 5:00 PM, lasting approximately three months. This will prepare you thoroughly for your role.

Overtime: During our peak period from November to April, mandatory overtime is required. You will receive compensation at a rate of 1.5 times your regular hourly rate for any overtime hours worked.

Responsibilities:

• Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.

• Interprets rules and regulations by applying retirement plan knowledge.

• 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 or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.

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

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

• Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.

• Maintain files and records.

• Organize own work schedule each day in line with changing priorities.

• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge of:

• Retirement plans including various legal documents

Skills:

• 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. 

• Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

• Supports business processes by applying an understanding and effective use of standard office equipment and standard software packages.

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

• Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works under close supervision.

• Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

• Plan, organize, prioritize and oversee activities to efficiently meet business objectives.

• Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.

• Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.

• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

• Receives, monitors and deals with allocated customers.

• Applies an understanding of the business environment and objectives to develop solutions under supervision.

• Meet high customer service standards.

• Understand and effectively operate all customer management systems.

• Perform data analysis for use in reports to help guide decision making.

• Select, deploy and get the best results from the most appropriate office system.

• Recognize sales opportunities during service interactions to enhance overall customer service. Typically works under close supervision.

Education

High School (HS)

Work Experience

General Experience - 13 months to 3 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm’s core values of client-first, integrity, independence and a conservative, long-term view. 

We expect our associates at all levels to:
•  Grow professionally and inspire others to do the same
•  Work with and through others to achieve desired outcomes
•  Make prompt, pragmatic choices and act with the client in mind
•  Take ownership and hold themselves and others accountable for delivering results that matter
•  Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.  When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. 

#LI-DR1