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 12 days per month in our Southfield, MI Corporate Office.

In a dynamic call center environment, the Customer Account Associate serves as the critical link between branch offices and the Home Office, delivering high-quality account servicing and support. The role involves reviewing, updating, and maintaining client accounts while ensuring compliance with firm policies, regulatory standards, and collection procedures. The associate actively monitors account activity to safeguard the interests of clients, Financial Advisors (FAs), and the Firm. Responsibilities include resolving escalated issues, assisting internal associates and FAs with client support needs, and recommending solutions to moderately complex problems. The associate also supports team development by mentoring less experienced colleagues, maintains accurate records in accordance with exchange and firm requirements, and has frequent interaction with internal clients to ensure satisfaction and operational integrity.

Job Description

Responsibilities:​

• Assist with various requests for information, referring more complex matters to colleagues.
• 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 simple customer inquiries.
• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.
• 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.

Knowledge of: 

• Compliance, with an eye for situations that could present risk to the firm.

Skills:

• Uses clear and effective verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.
• Supports business processes under supervision by applying an understanding and effective use of standard office equipment and standard software packages.
• Works under supervision to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Works to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.
• Works to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.
• Works under supervision to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works under supervision to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.
• Works under supervision to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receives, monitors and deals with allocated customers at an elementary level, working under supervision.
• Applies understanding of the business environment and objectives to develop solutions under supervision.
• Works under supervision to meet high customer service standards.
• Works under supervision to understand and effectively operate all customer management systems.
• Works under supervision to perform data analysis for use in reports to help guide decision making.
• Works to select, deploy and get the best results from the most appropriate office system.
• Works to recognize sales opportunities during service interactions to enhance overall customer service. Typically works under close supervision.

Education

High School (HS) (Required)

Work Experience

General Experience - 13 months to 3 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.  Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.

 

 

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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