Client Service Associate

Job Description

Responsibilities: Enter data into standard branch systems, sorting and filing materials relating to transactions at the counter. Ask the customer to identify which product or service they are interested in purchasing and how they intend to use it. Greet customers (on incoming calls or in store) and engage them in conversation to build rapport. Enter customer name and address into the CRM system at point of purchase to ensure that the organization has the relevant information to support follow-up sales and service actions. Carry out standard customer service activities and handle simple customer inquiries. Receive visitors and assist with various requests for information, referring more complex matters to colleagues. Assess compliance with established standards and protocols for parts of routine inquiries. Respond to requests for information about the availability of people or facilities to assist in arranging business meetings. Input content into standard templates. Also take responsibility for collating materials and photocopying them. Follow a straightforward mandatory procedure 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 skills by participating in assessment and development planning activities as well as formal and informal training and coaching. Skills: Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies. Works under supervision at an elementary level to orient the seller's organization around delivering to the key needs of their customers.  Works under supervision at an elementary level to explore a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.  Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision. Works under supervision at an elementary level to develop appropriate plans or perform necessary actions based on recommendations and requirements. Works at a basic level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision. Works under supervision to perform elementary data analysis for use in reports to help guide decision making. Works under supervision at an elementary level to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client. Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision. Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives. Works under supervision at an elementary level to uncover clients’ explicit needs and/or unforeseen opportunities and challenges. Works at a basic 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 under close supervision. Works at a basic 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 under close supervision. Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations. Works under supervision at an elementary level to quickly and effectively establish trust within the buying centers in the client’s organization.   Works at a basic 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 under close supervision. Applies elementary understanding of the business environment and objectives to develop solutions under supervision. Works under supervision at an elementary level to meet high customer service standards. Works under supervision at an elementary level to understand and effectively operate all customer management systems. Works at a basic 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 under close supervision. Works under supervision at an elementary level to ask questions that encourage the client to talk openly about their key objectives and challenges. Works under supervision at an elementary level to accurately identify and understand the key buying influences pertaining to an opportunity. Works under supervision at an elementary level to acknowledge and ask questions to understand the circumstances surrounding client indifference. Works under supervision at an elementary level to acknowledge a client's indifference and gain agreement from the client to discover the root causes of resistance. Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision. Works at a basic level to conduct gap analysis between current and future states to identify components of the overall change strategy. Typically works under close supervision. Works under supervision at an elementary level to carefully prepare for client interactions using established frameworks.   Works at a basic level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works under close supervision. Works under supervision at an elementary level to quickly and accurately define the needs of the key buying influencers.  Works under supervision at an elementary level to articulate the customer needs in the customer’s business language and business context. Works under supervision at an elementary level 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

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. 

#LI-DG1