"Alerted.org

_Please note: This role is not eligible for immigration Work Visa sponsorship, either currently or in the future._

Under limited supervision uses specialized, knowledge and skills obtained through experience, specialized training or certification to serve as a resource to Financial Advisors (FAs). Provide a high level of support and training for the firm’s financial planning applications. Participate in projects of moderate scope and complexity that require cross functional coordination. Serve as a resource to Financial Advisors (FAs) and their assistants regarding overall Financial planning strategies. Some of the strategies may include but not limited to Social Security, Tax Planning, Long term-care, Life Insurance etc. Resolves or recommends solutions to complex problems. Deliver superior client service through accuracy, timeliness and consistency.

Essential Duties and Responsibilities

+ Serves as a resource for FAs in designing a retirement plan analysis for clients and prospects that meets their overall retirement needs.

+ Analyzes certain aspects and/or the retirement plan circumstances of a client/prospect in conjunction with the FA and recommendations.

+ Evaluates overall individual and employer-based retirement needs, researches various options, and provides retirement planning alternatives utilizing third party software tools.

+ May respond to FA questions by telephone, email and occasional personal visits.

+ May create presentations and instruct in various training programs attended by FAs.

+ Performs other duties and responsibilities as assigned.

+ Develops and leads the education and training for the end user.

+ Provides training around key Goal Planning & Monitoring functionality, such as basic use through advanced Goal Planning & Monitoring plans. Training is scheduled around subject matters as pertinent to the time frame. This will be accomplished through several types of training: over the phone, via remote access of advisors computer and webinars

+ Takes ownership of and independently handles the resolution of escalated issues and complex problems; performs analysis on escalated issues and reengineer procedures to prevent reoccurrence.

+ Install, troubleshoot and resolve problems on a wide variety of commercial and proprietary software.

+ Understand and demonstrate a basic knowledge of other RJ systems as well as other third party Vendor applications, such as Morningstar and Hidden Levers.

+ Contributes feedback to overall improvement of the Goal Planning & Monitoring application, as well as Client Reporting and assists in implementing corrective actions and solutions as necessary.

+ Clearly and professionally communicate technical information to others.

+ Monitor the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits.

+ Provide detailed documentation on all calls in the call tracking system (AECRM).

+ Document product problems and their resolutions in a solutions database for future analyst reference.

+ Stay abreast of, and comply with, company and department policies and procedures.

+ Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.

+ Test new product releases in conjunction with software development.

+ Represent department and supported products at company meetings, events, and conferences, when needed.

+ Perform other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities

+ Financial planning concepts including social security, tax planning, risk tolerance, and retirement planning.

+ Securities products including equities, fixed income, annuities, and options.

+ Various investment and retirement accounts.

+ Proprietary broker and financial planning applications.

Skill in

+ Operating personal computers and telecommunication devices.

+ Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems.

+ Using software to remote control end user computers.

+ Learning and applying new information skills and processes quickly and providing comprehensive and objective analysis.

+ Organization and attention to detail sufficient to prioritize multiple tasks while working in a fast-paced dynamically changing environment.

+ Microsoft Office applications sufficient to produce documents, spreadsheets and email.

+ Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems.

+ Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting.

Ability to

+ Establish and maintain effective working relationships.

+ Handle stressful situations and provide a high level of customer service in a calm, courteous and professional manner.

+ Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non-technical manner.

+ Work well and support others in a team approach to problem solving as well as work independently when required.

+ Communicate effectively, both orally and in writing, with all organizational levels.

+ Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions.

+ Read, interpret and apply information from technical manuals and other materials.

+ Exhibit initiative and self-direction when performing tasks.

+ Provide a high level of customer service at all times.

Educational/Previous Experience Requirements

+ Bachelor’s degree preferred; relevant experience accepted