Sr. Associate - New Accounts: Entity Team

Raymond James Financial, Inc.; Memphis (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Raymond James Financial, Inc. is seeking an experienced client operations specialist in Memphis. You will act as a subject matter expert for internal and external clients, including financial advisors and sales assistants, and coordinate with Legal and Compliance.

You will analyze moderately complex issues, mentor junior staff, and help resolve account questions while maintaining proper records and adherence to policies. Strong communication and data skills are essential.

Qualifications

• Detail-oriented with ability to handle high-volume inquiries.
• Strong interpersonal and written/verbal communication skills.
• Ability to identify root causes and implement pragmatic solutions.
• Capable of mentoring and training less experienced staff.
• Proficient with Microsoft Office and standard departmental systems.
• Knowledge of account operations, financial services, and securities industry basics.

Responsibilities

• Subject matter expert for internal/external clients including FAs and SAs; liaises with Legal and Compliance.
• Processes and answers moderately complex questions; analyzes data for corrective actions.
• Understands client needs, identifies root causes, and implements solutions.
• Provides functional support to less experienced staff and resolves escalations.
• Manages department workflows to ensure timely completion.
• Processes regulatory reports and coordinates with Financial Advisors to resolve account issues.
• Mentors colleagues and provides training support under guidance of leadership.
• Contributes to projects, documentation, and testing; supports workflow improvements.
• Reviews lower-level work for accuracy and ensures proper recordkeeping.
• Handles customer cases and inquiries, escalating when necessary; initiates internal/external communication.
• Maintains files, organizes schedules, and aligns with policies and procedures.
• Develops and updates knowledge of policies and regulatory codes relevant to work.

Skills

Detail orientation

Interpersonal communication

Operational issue resolution

Mentoring

Customer service

Policy formulation

Office software

Planning

Service conversations

Planning & prioritization

Policy understanding

Customer relationship

Data analysis

Problem solving

CRM systems

Sales opportunity recognition

Education

Operations knowledge in financial services

Accounting concepts

Investment concepts in securities industry

Job description

Responsibilities:

• Subject matter expert for both internal and external clients (that include financial advisors (FA’s) and sales assistants (SA’s) and may act as a liaison between department associates and the Legal and Compliance departments.

• Independently processes and answers questions on moderately complex issues, analyzing and interpreting data to determine appropriate corrective action.

• Understands client needs, identifies root causes of more complex problems and implements pragmatic solutions.

• Provides functional support to less experienced associates including resolving client escalations.

• Manages basic department workflows to ensure work is completed in a timely manner.

• Processes various advanced regulatory reports and contacts FA’s to resolve account issues.

• Influences a culture where on-the-job training is prevalent. Acts in a mentor capacity to less experienced associates and provides training support for specific functions, under the guidance of the department trainers or leadership.

• Contributes heavily to department projects, documentation, functional analysis and testing as needed.

• Assists with establishing and enforcing policies and procedures. Recommends and helps implement suggestions to improve workflows, policies and procedures.

• Assists in reviewing lower level associates work for accuracy and completeness.

• Supports associates with proper recordkeeping/note taking practices to ensure all client requests are documented and completed in a timely fashion.

• Carry out a range of customer service activities, including handling customer cases and inquiries that are more complex or outside the norm.

• Answer the telephone and assist callers or those making varied inquiries by email or mail with any requests for information, directing more complex matters to colleagues as necessary. Initiate contact internally and externally to convey requests, provide instructions, or obtain information on behalf of a senior colleague.

• Receive and screen visitors, answering routine questions, providing information, or directing requests elsewhere.

• Produce, update, and provide best practice support on Microsoft documents, databases, and other departmental systems. Tasks may include purchasing materials, entering budgetary information, and recording time and expenses.

• Provide an efficient counter service by carrying out standard branch operations tasks and informing customers about simple products.

• Create, organize, and maintain files containing the correspondence and records of a senior colleague.

• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge of:

• Operations and New Accounts systems.

• Customer operations and the financial industry.

• Accounting concepts and principles.

• Investment concepts, practices and procedures used in the securities industry and as required by New Accounts.

Skills:

• 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.

• Lead the work of others and provide cross-training, coaching and mentoring.

• Handle stressful situations and provide a high level of customer service in a calm and professional manner.

• Express ideas, request actions and formulate plans or policies.

• Supports business processes by understanding and effectively using standard office equipment and standard software packages.

• Develop appropriate plans or perform necessary actions based on recommendations and requirements.

• Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.

• 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.

• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.

• Develop solutions with guidance but not constant supervision.

• Meet high customer service standards.

• Understand and effectively operate all customer management systems.

• Analyze data trends for use in reports to help guide decision making.

• Select, deploy and get the best results from the most appropriate office system.

• Recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance.