Retirement Plan Services Associate

Raymond James; Detroit (MI); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Raymond James is seeking a detail-oriented professional to support retirement plan services. You will assist internal associates and Financial Advisors with escalated inquiries, research complex issues, and provide thoughtful solutions to improve client experience.

The role includes a hybrid schedule with in-office days in Memphis, TN or Southfield, MI, and a comprehensive 60-day in-person training. Overtime during peak months is compensated at 1.5x.

Qualifications

• Experience in customer support for financial services is preferred.
• Familiarity with IRA and IRS retirement plan basics is a plus.
• Strong communication and collaboration with internal stakeholders.

Responsibilities

• Accurately diagnoses issues and provides client driven solutions that meet IRS regulatory requirements.
• Interprets rules and regulations by applying IRA and IRS knowledge.
• Assist with various incoming requests for information, through multiple platforms.
• 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 customer inquiries.
• Conduct data entry and transaction processing into multiple company platforms, 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 work schedule, each day that a lines with changing priorities of the department.
• 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.

Skills

Time management

Organizational skills

Problem solving

Communication

Customer service

Data analysis

Process improvement

Team collaboration

Tools

Call center software

Job description

We are seeking a dedicated and detail-oriented professional to join our Retirement Plan Services team. In this role, you will provide high-quality support by assisting internal associates and Financial Advisors with escalated inquiries related to retirement plan accounts. You will be responsible for researching and resolving moderately complex issues, offering thoughtful and effective solutions that enhance the client experience. This position involves frequent interaction with internal stakeholders, requiring strong communication skills and a collaborative mindset. Your ability to navigate complex service scenarios and recommend process improvements will be key to your success in this dynamic and client-focused environment.

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: Memphis, TN or Southfield, MI.

Training: You will be in office full time during the first 60 days of employment. Training is comprehensive, 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 IRA and IRS knowledge.
• Assist with various incoming requests for information, through multiple platforms.
• 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 customer inquiries.
• Conduct data entry and transaction processing into multiple company platforms, 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 work schedule, each day that a lines with changing priorities of the department.
• 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:

• IRA's and Retirement plans including various legal documents

Skills:

• Organizational and time management to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem solving and critical thinking skills 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.
• 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.