• SALARY:NONE
  • Saint Petersburg, Florida

Saint Petersburg, Florida

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Senior Associate Analyst Technology, Advisor Applications-2401371

Description

This position will follow our hybrid work model we expect the selected candidate to work 2-3 days a week at our St. Petersburg, FL, corporate office.

Job Summary

With the goal of providing superior customer service, you will deliver front-line support to customers for Financial Advisors via multiple communication channels (telephone, email, IM). You will use available resources, established procedures, and guidelines to resolve application-specific service and support inquiries and complete tasks for Financial Advisors and their staff. Incumbents in role flex between providing front-line consultative customer service support and resolving more analytical or complex inquiries, depending on business volume and need. May adapt procedures and techniques to meet complex job requirements while exercising judgment in accordance with defined policies, procedures, and practices.

Essential Duties and Responsibilities

  • Provides consultative application assistance and uses creative problem-solving to solve a wide variety of service-related problems, issues, and questions or escalates to the appropriate support area.
  • Documents, manages, and records complete and accurate information (notes) in a contact tracking database for all service interactions.
  • Takes ownership of assigned inquiries and follows up with customers to ensure resolution and customer satisfaction.
  • Supports team members and assists in resolving inquiries as a Subject Matter Expert.
  • Utilizes knowledge management tools to resolve client issues.
  • Escalates trends and outages as needed to leadership and for Service News postings.
  • Documents and records application defects and customer enhancement suggestions.
  • Creates and edits documents for email distribution and/or posting in the department knowledgebase.
  • Communicates technical information to a non-technical audience.
  • Stays abreast of and complies with company and department policies, procedures, and applicable system roadmaps related to technology and financial advisor-facing applications.
  • May perform duties as a subject matter expert, including attending and representing Financial Advisor application(s) at showcase events or conferences, creating and/or updating knowledge articles and training materials, and creating/presenting product materials for educational engagements.

Qualifications

Experience and Skills

  • It typically requires an Associate's degree and/or three (3) years of relevant experience in a service or support environment or a combination of education, training, and experience.
  • Bachelor's degree preferred.
  • Financial Services experience highly preferred.
  • Intermediate technical knowledge of the following is highly preferred
      • Operating systems (OS).
      • Business applications, specifically Outlook.
      • Security products.
      • Financial services applications are a plus.

    Technical Skills/Experience

    • Develop deep knowledge of the applications we support. Stay up to date with the latest features, functionalities, and best practices.
    • Subject Matter Expertise
    • Deliver exceptional client service by maintaining accuracy, meeting deadlines, and ensuring consistency in our reporting solutions. Collaborate closely with Financial Advisers (FAs) and Branch staff to address their specific needs.
    • Client Service Excellence
    • Handle inquiries via phone and email. Some of these inquiries may be intricate, requiring your expertise to resolve effectively.
    • Complex Inquiries Handling
    • Regularly interact with internal and external stakeholders to identify, research, and resolve data anomalies or inconsistencies.
    • Data Anomaly Resolution

    Competencies and Behaviors

    • Conveying information and ideas through various media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
    • Communication
    • Identifying and understanding issues, problems, and opportunities comparing data from different sources to draw conclusions.
    • Analysis
    • Effectively managing ones time and resources to ensure work is completed efficiently.
    • Managing Work
    • Assimilating and applying new job-related information in a timely manner.
    • Applied Learning
    • Effectively meeting customer needs, building productive customer relationships, and taking responsibility for customer satisfaction and loyalty.
    • Building Customer Loyalty
    • Taking prompt action to accomplish objectives, taking action to achieve goals beyond what is required, and being proactive.
    • Initiating Action

    Licenses/Certifications

    • None Required.

    Raymond James Guiding Behaviors

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

    We expect our associates at all levels to

    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.

    Job

    Technology

    Primary Location

    US-FL-St. Petersburg-Saint Petersburg

    Organization

    Technology

    Schedule

    Full-time

    Shift

    Day Job

    Travel

    NoEligible for Discretionary BonusYes#LI-RO1