Client Service Associate - RJB

Job Summary
Under general supervision, uses skills obtained through experience and training to administer the establishment and maintenance of new and existing client accounts. Also, facilitates problem resolution, document processing, and branch support. Follows established procedures to perform routine tasks and receives general guidance and direction to perform a variety of non-routine tasks.

Essential Duties and Responsibilities

• Provides support and direction to incoming callers regarding operational requirements, processes, policies and time frames.
• Extensive contact with internal customers and external contacts is required to identify, research, and resolve problems.
• Demonstrates department procedures and functionality to visiting branch and home-office support staff.
• Serves as a back-up in cross-functional responsibilities during absences.
• Assists in research, develop, revise and maintain department on-line training manual as needs dictates.
• Provides suggestions and input on efficiency and productivity improvements.
• Prepares required mailings to clients.
• Learns and follows department policies, procedures and requirements.
• May recommend changes to existing policies and procedures.
• Performs other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities
Knowledge of

• Operations and systems of assigned functional area.
• Basic customer operations and financial industry knowledge.
• Basic accounting concepts and principles.
• Basic investment concepts, practices and procedures used in the securities industry and as required by assigned functional area.

Skill in

• Operating standard office equipment and using required software applications to produce correspondence, reports, and electronic communications.
• Interpersonal and communication(written and verbal) skills sufficient to interact with associates at all levels of the organizational as well as financial advisors and branch personnel.
• Identifying and recommending solutions to operational issues.
• Organization skills and attention to detail sufficient to handle high volumes of phone calls requiring quick analytical and supportive responses.

Ability to

• Organize and prioritize workload to meet deadlines.
• Handle stressful situations and provide a high level of customer service in a calm and professional manner.
• Use independent judgment on a variety of issues.
• Constructively work 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 client issues.
• 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 regulatory compliance
• Work independently as well as collaboratively within a team environment.

Educational/Previous Experience Requirements
Education/Previous Experience

• High School Degree or equivalent with zero (0) to two (2) years of customer service experience.
• OR ~
• Any equivalent combination of education, experience and/or training approved by Human Resources.

Licenses/Certifications

• None required.