What are the responsibilities and job description for the Digital Workflow Services Associate position at Raymond James Financial, Inc.?
Hybrid Work Environment: 40% in-office and up to 60% work-from-home, if desired. Must live within commutable distance from our office.
Job Summary:
Under direct supervision, the associate works in a multi-skilled environment to ensure all client account documents meet industry regulations by liaising between branch personnel and the Home Office. The associate will troubleshoot and/or train on systems and processes through world-class phone support. It also facilitates problem resolution and document processing. Follows established procedures to perform routine tasks and receives general guidance and direction from performing various non-routine tasks with limited decision-making responsibility.
Essential Duties and Responsibilities:
- Reviews, updates, maintains, and services client accounts by ensuring the documentation meets industry policies and regulations, which will protect the firm, Financial Advisors (FA’s), and clients.
- Answers operational and compliance questions related to systems and department processes via phone or email.
- Prepares industry-required mailings to clients.
- Serves as a liaison between branches and other home-office personnel in a call center environment.
- Provides support and direction regarding required operational processes, policies, and timeframes.
- Educates FA’s and home-office personnel on the use and maintenance of systems required for submitting documentation to the Home Office.
- Provides support as well as assists in on-the-job training for other associates
- Supports a continuous improvement environment by providing feedback on processes and procedures.
- Performs other duties and responsibilities as assigned.
Knowledge, Skills, and Abilities:
Knowledge of:
- Company policies, procedures, practices, products and services.
- Principles, practices, and procedures of general office and departmental concepts.
- Knowledge of MS Office sufficient to create letters, documents, update/create spreadsheets and sends emails.
Skill in:
- Organization and time management are sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
- Problem-solving and analysis sufficient to assess client issues and accurately provide resolutions.
- Operating call center software applications.
Ability to:
- Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
- Learn and interpret department policies, procedures and requirements.
- 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.
- Acquire and maintain new knowledge in an ever-changing process-driven environment.
- Demonstrate efficiency and flexibility in performing detailed transactional tasks in a fast-paced work environment with frequent interruptions and changing priorities.
Educational/Previous Experience Requirements:
- High School Degree or equivalent with at least two (2) years of customer service experience.
~or~
- An equivalent combination of education, experience and/or training approved by Human Resources.
Licenses/Certifications:
- None Required.
We expect 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
