Solutions Specialist, Service

Edward Jones; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

401k

Paid holidays

Vacation time

Volunteer time off

Job summary

Edward Jones in Tempe, AZ is seeking a Solutions Specialist to serve as a pivotal escalation resource, partnering with Financial Advisors, clients, and internal partners to resolve complex service issues and deliver high-quality solutions.

You will investigate failures, assess risks, and contribute to process improvements while maintaining clear, proactive communication with stakeholders at all levels. A customer-focused mindset and teamwork are essential.

Qualifications

• Minimum of 2 years of customer service experience.
• Experience managing written case work within Salesforce Service Cloud.
• Demonstrated ability to resolve complex issues through critical thinking, analysis, and collaboration.
• Strong working knowledge of service processes, systems, and cross-functional operations.
• Excellent verbal and written communication skills.
• Proven ability to manage multiple priorities and navigate complex situations with professionalism and sound judgment.

Responsibilities

• Serve as the primary escalation resource for complex service issues, providing timely and effective resolutions.
• Investigate and analyze service failures, identifying root causes and recommending corrective actions.
• Collaborate with Financial Advisors, Client Support teams, clients, practice teams, and business partners to resolve challenging situations.
• Assess impacts, risks, and resource needs to develop comprehensive solutions that address client and business needs.
• Communicate effectively with stakeholders at all levels, ensuring transparency throughout the resolution process.
• Identify trends and support continuous improvement initiatives to reduce future escalations and enhance the service experience.
• Maintain deep expertise across Client Connection Tool topics, service processes, systems, and procedures.
• Partner with Knowledge Article owners to address information gaps and improve knowledge resources.
• Provide feedback through JonesLink when unclear or inaccurate information contributes to escalated issues.
• Participate in ongoing training and professional development opportunities to maintain and expand expertise.
• Support business operations during peak volume periods and contribute to special projects as needed.

Skills

Customer service

Problem solving

Communication

Cross-functional collaboration

Multitasking

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Job description

This job posting is anticipated to remain open for 30 days, from 24-Sep-2026. The posting may close early due to the volume of applicants.

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we’re proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report (https://careers.edwardjones.com/blog/edward-jones-releases-annual-purpose-inclusion-and-citizenship-report/?codes=DIRECT&utm_source=DIRECT) .

¹Fortune 500, published June 2024, data as of December 2023. Compensation provided for using, not obtaining, the rating.

Are you a skilled problem solver who thrives in complex situations and is passionate about delivering exceptional service?

As a Solutions Specialist , you will serve as a critical escalation resource, partnering across teams to resolve complex service issues and provide high-quality solutions for Financial Advisors, clients, and internal stakeholders. In this role, you will leverage your expertise, analytical thinking, and collaborative approach to improve service outcomes, identify process enhancements, and contribute to an exceptional client experience.

Key Responsibilities

• Serve as the primary escalation resource for complex service issues, providing timely and effective resolutions.

• Investigate and analyze service failures, identifying root causes and recommending corrective actions.

• Collaborate with Financial Advisors, Client Support teams, clients, practice teams, and business partners to resolve challenging situations.

• Assess impacts, risks, and resource needs to develop comprehensive solutions that address client and business needs.

• Communicate effectively with stakeholders at all levels, ensuring transparency throughout the resolution process.

• Identify trends and support continuous improvement initiatives to reduce future escalations and enhance the service experience.

• Maintain deep expertise across Client Connection Tool topics, service processes, systems, and procedures.

• Partner with Knowledge Article owners to address information gaps and improve knowledge resources.

• Provide feedback through JonesLink when unclear or inaccurate information contributes to escalated issues.

• Participate in ongoing training and professional development opportunities to maintain and expand expertise.

• Support business operations during peak volume periods and contribute to special projects as needed.

Required Qualifications

• Minimum of 2 years of customer service experience .

• Experience managing written case work within Salesforce Service Cloud .

• Demonstrated ability to resolve complex issues through critical thinking, analysis, and collaboration.

• Strong working knowledge of service processes, systems, and cross-functional operations.

• Excellent verbal and written communication skills.

• Proven ability to manage multiple priorities and navigate complex situations with professionalism and sound judgment.

Preferred Qualifications

• Bachelor's degree.

• Experience in escalation case management and resolution.

• Experience identifying process improvement opportunities and implementing solutions.

• Ability to influence and collaborate effectively across departments and organizational levels.

At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones (https://careers.edwardjones.com/blog/?_sft_category=awards-accolades)

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones (https://careers.edwardjones.com/en-CA/blogs/?_sft_category=awards-accolades-en-ca)

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page (https://secure.edwardjonesbenefits.com/fleet/public/index/f914262d-0362-4682-bd1e-0ccd25f1dfb1) .