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Job Description Summary

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 2 days per month in one of the following locations: Memphis, TN or Southfield, MI.

Serve as a key point of contact within the Branch & Concierge Services team, providing high-touch support by processing Financial Advisor requests, resolving inquiries, and addressing service needs with professionalism and efficiency. Maintain strong, ongoing relationships with Financial Advisors and internal partners, acting as a trusted liaison between branches and operational units.

Job Description

**Responsibilities** :

+ Respond to complex client questions

+ Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

+ Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

+ Make calls (by telephone or video call) to allocated Financial Advisors and their teams to develop new relationships. Act as a first point of contact for resolving client queries and complaints.

+ Provide exceptional service to Financial Advisors and their teams.

+ 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** :

+ Works with full competence to leverage digital communication (email, text, chat, social media) to create positive, defining moments for Financial Advisors and their teams. Typically works without supervision and may provide technical guidance.

+ Works with full competence to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works without supervision and may provide technical guidance.

+ Works with full competence to navigate conversations in which the Financial Advisor is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance.

+ Works with full competence to connect with Financial Advisors and their teams to strengthen the relationship, meeting personal needs through positive client experiences. Typically works without supervision and may provide technical guidance.

+ Works with full competence to make every client interaction positive by leaving the Financial Advisor and their team feeling understood, appreciated, and confident in the organization's ability. Typically works without supervision and may provide technical guidance.

+ Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.

+ Works with guidance (but not constant supervision) to acknowledge and ask questions to understand the circumstances surrounding client indifference.

+ Works with guidance (but not constant supervision) to articulate why a client does or does not want a change based on their business objectives and challenges.

Licenses/Certifications

+ **SIE required** (prior to start) _provided that an exemption or grandfathering cannot be applied._

+ **Series 7 License** **required,** _or ability to obtain within six (6) months._

+ **Series 63 (or 66) License** **required** , _or ability to obtain within six (6) months._

Education

High School (HS) (Required)

Work Experience

General Experience - 13 months to 3 years

Certifications

AG - Agent - Financial Industry Regulatory Authority (FINRA), GS - Gen Sec Rep - Financial Industry Regulatory Authority (FINRA), Securities Industry Essentials Exam (SIE) - Financial Industry Regulatory Authority (FINRA)

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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