Managed Customer Accts Specialist (Team Lead)

Job Description

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 our Memphis, TN Corporate Office.

Responsibilities :

• Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems.
• 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 visitors and respond accurately and promptly to a broad range of questions and issues raised.
• Produce, update, and provide best practice support on a wide range of Microsoft documents, databases, and other departmental systems.
• Provide an efficient counter service by carrying out standard branch operations tasks and informing customers about simple products.
• Create a local document management system for an office or department.
• 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 knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills :

• Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies.
• Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
• Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.
• Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
• Works with guidance (but not constant supervision) to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works with guidance (but not constant supervision) to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.
• Works with guidance (but not constant supervision) to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receives, monitors and deals with allocated customers with guidance (but not constant supervision)
• Applies understanding of the business environment and objectives to develop solutions with guidance but not constant supervision.
• Works without supervision while providing technical guidance as needed on meeting high customer service standards.
• Works without supervision and provides technical guidance when required on understanding and effectively operating all customer management systems.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
• Works with guidance (but not constant supervision) to select, deploy and get the best results from the most appropriate office system.
• Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance.

Education

Work Experience

Certifications

Travel

Workstyle

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view.

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

At Raymond James - as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.