Registered Client Service Associate

Job Description

Responsibilities: Receive and screen visitors, answering routine questions, providing information, or directing requests elsewhere. Interview the customer, following a multilevel sales script, to clarify the customer’s requirements. Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints. Assess compliance with established standards and protocols for routine inquiries. Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm. Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities. Provide an efficient counter service by carrying out standard branch operations tasks and informing customers about simple products. Prepare routine letters, memoranda, reports, and similar documents following detailed instruction. This is likely to involve using the full range of functions within standard office software. Schedule appointments, make arrangements for meetings and conferences, and organize travel plans, following detailed instructions to facilitate business meetings. Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards. Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Skills: Uses clear and effective verbal communications skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies. Works with guidance (but not constant supervision) to orient the seller’s organization around delivering to the key needs of their customers.  Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.  Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance. Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements. Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization’s ability. Typically works with guidance. Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making. Works with guidance (but not constant supervision) to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client. Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance. Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. Works with guidance (but not constant supervision) to uncover clients’ explicit needs and/or unforeseen opportunities and challenges. Works at an intermediate level to analyze potential solutions and create recommendations based on the expected benefits, costs, and overall value of the solution for key stakeholders. Typically works with guidance. Works at an intermediate level to understand business context, needs, rules, and architecture, as well as organizational structure, cultures, capabilities, and processes to document the current state of processes and the business. Typically works with guidance. Works with guidance (but not constant supervision) to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations. Works with guidance (but not constant supervision) to quickly and effectively establish trust within the buying centers in the client’s organization.  Works at an intermediate level to interpret, contribute to, or lead business case creation with client departments to quantify current costs, justify project investment, and identify the return on investment. Typically works with guidance. Applies understanding of the business environment and objectives to develop solutions with guidance but not constant supervision. Works with guidance (but not constant supervision) to meet high customer service standards. Works with guidance (but not constant supervision) to understand and effectively operate all customer management systems. Works at an intermediate level to envision and document the future state of processes and products by identifying the solution scope, potential value of the future state, and the changes to the process, products, organization infrastructure, capabilities, and technology necessary to achieve the desired future state. Typically works with guidance. Works with guidance (but not constant supervision) to ask questions that encourage the client to talk openly about their key objectives and challenges. Works with guidance (but not constant supervision) to accurately identify and understand the key buying influences pertaining to an opportunity.  Works with guidance (but not constant supervision) to acknowledge and ask questions to understand the circumstances surrounding client indifference. Works with guidance (but not constant supervision) to acknowledge a client’s indifference and gain agreement from the client to discover the root causes of resistance.  Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance. Works at an intermediate level to conduct gap analysis between current and future states to identify components of the overall change strategy. Typically works with guidance. Works with guidance (but not constant supervision) to carefully prepare for client interactions using established frameworks.  Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance. Works with guidance (but not constant supervision) to quickly and accurately define the needs of the key buying influencers.  Works with guidance (but not constant supervision) to articulate the customer needs in the customer’s business language and business context. Works with guidance (but not constant supervision) to articulate why a client does or does not want a change based on their business objectives and challenges. 

Education

High School (HS)

Work Experience

Manager Experience - None

Certifications

Securities Industry Essentials Exam (SIE) - Financial Industry Regulatory Authority (FINRA), Series 63_AG - Agent - Financial Industry Regulatory Authority (FINRA), Series 7_GS - Gen Sec Rep - Financial Industry Regulatory Authority (FINRA)

Travel

Less than 25%

Workstyle

Resident

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. 

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