Client Access Support Associate

Raymond James Financial; Vancouver; On-site; CAD 50,000 - 55,000; Full time

Benefits offered by this job

Flexible workstyles

Health benefits

RRSP Matching Program

Employee Stock Purchase Plan

Paid Time Off

Volunteer Days

Discretionary Bonuses

Tuition Reimbursement

Job summary

Raymond James Ltd. is seeking a bilingual Client Access Support Associate to join the IT/PCG team in Canada.

The role centers on providing timely support for client website access and mobile apps, liaising with internal and external teams to deliver accurate information promptly. The successful candidate will combine 3–4 years of customer service experience with fluent English and French, and will respond to inquiries by phone or email, resolving issues and documenting communications

Qualifications

• Fluent written and spoken French and English preferred.
• Experience in customer service, preferably in financial services.
• Ability to organize tasks and adapt to changing priorities in a fast-paced environment.

Responsibilities

• Collaborate with IT teams to identify client needs and priorities.
• Provide exceptional customer service in a calm, courteous manner.
• Respond to inquiries/complaints about client-access issues by phone or email; follow through.
• Diagnose basic internet software/hardware to troubleshoot connectivity and password issues.
• Document client communications in the call-tracking system and update information.
• Research and resolve inquiries for clients, advisors, and associates.
• Determine best resolution path while following company policies.
• Coordinate problem resolution with appropriate departments.
• Follow up to ensure customer satisfaction and closure.
• Liaise across branches, Operations, Compliance, and data teams on deficiencies.
• Perform other duties and support ad hoc projects as required.

Skills

Bilingual French/English

Customer service

Communication skills

Problem solving

Team collaboration

Attention to detail

Stress management

Organizational skills

Education

College Diploma or equivalent

Job description

Job Description - Client Access Support Associate (2600612)

Client Access Support Associate - 2600612

At Raymond James, we develop, we collaborate, we decide, we deliver, and we improve together.

Raymond James Ltd. is Canada’s leading independent investment dealers offering high quality investment products and services to Canadians seeking customized solutions to their wealth management needs.

Bilingual Client Access Support Associate

How does the role impact the organization?

Raymond James Ltd. is seeking a preferably Bilingual (French and English) Client Access Support Associate to join the Information Technology/PCG team at one of our Canadian offices.Under PCG Management, the candidate will act as the point of contact for Raymond James clients and advisors. The candidate will provide timely support for clients and advisors related to client website access and mobile application. They will liaise with internal, external, operational, and technical support teams, as required, to obtain, clarify, and deliver accurate information in a timely manner.

What will your role be responsible for?

• Collaborate with IT teams and RJL Divisions to identify client needs.
• Provide an exceptional level of customer service in a calm, courteous, and professional manner.
• Respond to inquiries or complaints received through phone calls or written correspondence concerning client-access usage issues; follow issues through resolution and final communications.
• Conduct basic diagnoses of internet software and hardware to troubleshoot client connectivity problems; assist with password resets, registration, or email-notification issues.
• Document client communications in detail in the call-tracking system and accurately update client personal information as appropriate.
• Research, resolve, and make decisions regarding various inquiries for clients, advisors, and associates within RJL.
• Determine the best method to resolve problems to ensure customer satisfaction while adhering to company policies.
• Coordinate problem resolution with appropriate departments.
• Follow up verbally or in writing to ensure customer satisfaction.
• Act as liaison for document deficiencies across branches, Operations, Compliance, and enterprise data teams.
• Perform other duties and responsibilities as assigned.
• Support short-term ad hoc projects, including related research, coordination, documentation, and follow-up as required.

What can you expect from us?

Our most important investment is in people. Upon eligibility, Raymond James Ltd offers flexible workstyles, a competitive compensation and benefits package. Our benefits range from Health Benefits, RRSP Matching Program, Employee Stock Purchase Plan, Paid Time Off, Volunteer Days, Discretionary Bonuses, Tuition Reimbursement and many more! We also support internal promotion and community involvement.

What do we expect from you?

• College Diploma or equivalent and a minimum of 3-4 years’ experience in customer service.
• Experience in the financial services or brokerage industry required.
• Preferable fluent written and verbal French and English skills.
• Ability to organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
• Ability to establish and maintain effective working relationships at all levels of the organization.
• Sound decision-making, organizational, and interpersonal skills.
• Ability to think critically and ask targeted questions to determine needs and respond appropriately.
• Ability to communicate effectively, orally and in writing, with external clients, financial advisors, and other internal clients.
• Ability to work constructively under stress and pressure when faced with high workloads and deadlines.
• Ability to work independently and collaboratively within a team environment.
• Quick learner who is dependable, professional, creative, and innovative.

We encourage 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

Salary Range:$50,000 - 55,000 annually, in addition to competitive performance bonuses/incentives.

Actual compensation will be determined based on skills, experience, internal equity, and other job requirements. This posting is for an existing vacancy.

At Raymond James – we honor, value, respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic self, our organization, clients and communities thrive, it is part of our people-first culture.

The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

Here at Raymond James we demonstrate our commitment to ensuring equal opportunities for all candidates. To request accommodations, candidates are instructed to contact Human Resources via email at [e-mail]. By reaching out to this email address, candidates can communicate their specific requirements and discuss the necessary accommodations they may need to participate fully in the recruitment process.

We may use automated or AI-enabled tools to support parts of our recruitmentand screening process, including screening, assessing or selecting applicants where applicable. These tools help us review applications efficiently,but they donot replace human decision-making.

Administrative & Support Services

Raymond James Ltd. is a member of the Investment IndustryRegulatory Organization of Canada (IIROC) and of the Canadian Investor ProtectionFund (CIPF). Customers’ accounts are protected by the Canadian Investor ProtectionFund within specified limits. A brochure describing the nature and limits ofcoverage is available upon request or at . 3Macs, MacDougall,MacDougall & MacTier and Raymond James Correspondent Services are divisions ofRaymond James Ltd. Raymond James Ltd. is an integrated financial services firm. Itssubsidiaries, Raymond James Investment Counsel Ltd., Raymond James FinancialPlanning Ltd., Raymond James Trust (Canada) and Raymond James Trust (Québec) Ltd.are not members of the IIROC or the CIPF. Please consult each subsidiary’s webpagesfor applicable corporate, regulatory or membership information. www.cipf.ca