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Job Description

**_Hybrid Work Environment_** _: 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 Southfield, MI Corporate Office._

_Hours: Monday-Friday | 10am-7pm ET_

_Occasional weekend work (1 weekend day assigned every 6-7 weeks). This extra day will be considered and compensated as overtime._

Responsibilities:

+ Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.

+ Carry out standard customer service activities and handle customer inquiries relating to account activity.

+ Assisting callers with technical questions regarding online access.

+ Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.

+ Maintain files and records.

+ Organize own work schedule each day in line with changing priorities.

+ Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.

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

**Skills** :

+ Take ownership of complex client inquiries using critical thinking to find an appropriate resolution.

+ Uses clear and effective verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.

+ Supports business processes by applying an understanding and effective use of standard office equipment and standard software packages.

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

+ Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.

+ Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.

+ 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. Typically works under close supervision.

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

+ Applies understanding of the business environment and objectives to develop solutions under supervision.

+ Meet high customer service standards.

+ Understand and effectively operate all customer management systems.

+ Perform data analysis for use in reports to help guide decision making.

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

Education

High School (HS)

Work Experience

General Experience - 13 months to 3 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

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.

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