Address
Form of workStart Date/Training: April 1, 2024. This position requires onsite training Monday-Thursday and remote training on Friday.
Hybrid Work Environment (after training is completed): 40% in-office and up to 60% work-from-home, if desired. Must live within commutable distance from our home office.
Schedule/Hours:
8am-5pm during training period
8:30am-5pm after training period
*Overtime hours offered as business need dictates
Job Summary
Raymond James has always been a different kind of financial services firm, embracing long-term planning, valuing methodical decision-making and remaining focused on what matters most: People.
We put clients first. If we do what's right for our clients, the firm will do well and we'll all benefit.
The New Accounts Call Service Ambassador puts the Raymond James Service First motto into action on a daily basis by providing front line service support to our branch personnel with an emphasis on providing complete and accurate solutions. In that moment when the phone rings, the goal of every New Call Accounts Service Ambassador is to embody the mission of the firm. If you love to help people, and service is a passion, this role might be just what you are looking for. The ideal associate loves receiving calls from our branch personnel, answering their questions, providing education to them, and is excited for the opportunity that the next phone call brings. Every service associate works both independently and within a team environment to achieve world class customer service.
Essential Duties and Responsibilities
Energetically answers a high volume of phone calls with a smile, care, passion, and a focus on client needs.
Accurately and efficiently diagnoses questions and issues and crafts client focused solutions.
Provides education tobranch personnel related to account opening and maintenance.
Follows daily schedule accurately to ensure the success of the department in meeting our Service Level Agreements.
Establishes new client accounts by utilizing industry registration requirements.
Processes documents accounts to meet industry policies and regulations, including Anti Money Laundering and Know Your Client.
Reviews standard issues, analyzes and interprets data and determines appropriate corrective action.
Processes various basic department related reports and contacts FA's and SA's to resolve account issues.
Supports and complies with established policies and procedures. May recommend suggestions to improve workflows, policies and procedures.
Acts as a mentor and champion of Service First culture to to less experienced associates.
Participates in a high learning culture where on-the-job training is prevalent.
Reviews daily tasks for accuracy and completeness. Maintains detailed records/notes to ensure all client requests are logged and completed in a timely fashion.
Assists other areas of the department with various functions when volume is high and/or staffing levels are low.
Performs other duties and responsibilities as assigned.
Knowledge, Skills, and Abilities
Knowledge of
Operations and New Account systems.
Basic customer operations and the financial industry.
Basic accounting concepts and principles.
Basic investment concepts, practices and procedures used in the securities industry and as required
New Accounts
Skill in
Detail orientation and flexibility sufficient to handle high volume of phone calls requiring quick analytical and supportive responses.
Interpersonal and communication (written and verbal) skills sufficient to interact with associates at all levels of the organization as well as financial advisors and branch personnel.
Identifying and resolving operational issues.
Numerical aptitude and critical thinking sufficient to solve operational problems.
Analyzing operational processes and identifying opportunities for improvement.
Operating standard office equipment and using required software applications to produce correspondence, reports and electronic communication.
Ability to
Adhere to a schedule.
Work overtime periodically.
Organize and prioritize workload to meet deadlines.
Multitask to handle phones and processing.
Use independent judgment on a variety of issues.
Work constructively under stress and pressure when faced with high volume and deadlines.
Provide courteous, timely service when addressing client issues and transactions.
Use good judgment in responding to a variety of client issues.
Competently analyze and prioritize information to make appropriate recommendations
Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
Participate in on the job training and other learning activities to develop knowledge and understanding of FINRA, state and other regulatory agency rules and regulations regarding client accounts.
Take an active part in the training and development of new associates.
Review, understand and interpret legal documentation
Education/Previous Experience
High School Degree or equivalent with at least two (2) years of customer service experience. Experience in a contact center environment and college degree preferred. OR ~
Any equivalent combination of education, experience and/or training approved by Human Resources.
Licenses/Certifications
None required.
