Service Rep I - PCGS

Location: St Petersburg, FL Reference Code: 0800977 Job Summary: Under general supervision, uses advanced skills gained through training and experience to act as the point of contact to Raymond James clients to research and resolve issues, and provide accurate and timely answers regarding their accounts.  Routine contact with internal and external customers is required to obtain, clarify or provide facts and information.   Essential Duties and Responsibilities: Responds to inquiries or complaints received through phone calls or written correspondence concerning client accounts; follows the issue all the way through resolution and final communications. Documents, in detail, client communications in the call tracking system and accurately updates client personal information as appropriate. Researches, resolves and makes decisions regarding various inquiries for clients, Financial Advisors (FA's) and associates within RJA and RJF. Determines best method to resolve problems to ensure customer satisfaction and adherence to company policies. Coordinates problem resolution with appropriate departments.  Advises Compliance or Sales Management of potential branch or client issues. Educates coworkers on new processes and information learned through prior research. Follows up, either verbally or in writing, to ensure customer satisfaction. Recommends changes to existing policies and procedures. Provides backup assistance for Investor Access, an online product. Performs other duties and responsibilities as assigned. Knowledge, Skills, and Abilities: Knowledge of: Basic office practices, procedures and methods. All products and services offered by Raymond James Financial. Account types and industry operations in general. Back office systems.   Skill in: Organizational and time management skills sufficient to prioritize workload, handle multiple tasks, and meet deadlines. Operating standard office equipment and using required software applications to produce correspondence, presentations, electronic communication and spreadsheets. Detail orientation to ensure quality standards are met without impairing workflow. Follow-up to ensure resolution and completion of tasks. Problem solving sufficient to effectively analyze, research and resolve questions.   Ability to: Provide a high level of customer service in a calm, courteous and professional manner. Establish and maintain effective working relationships at all levels of the organization. Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment. Use effective oral and written communication skills sufficient enough to communicate and interact effectively with external clients, Financial Advisors and other internal clients and contacts. Constructively work under stress and pressure when faced with high workloads and deadlines. Work independently as well as collaboratively within a team environment.   Educational/Previous Experience Requirements: High School Diploma or equivalent and one (1) to three (3) years experience in the financial services industry, preferably including related service experience.  ~or~ An equivalent combination of experience, education, and/or training as approved by Human Resources. Licenses/Certifications: None required. . About us We take pride in providing innovative, individual financial planning and investment alternatives to a discriminating client base. While our mission is specific, our own needs are broad and we rely on a committed, diversely talented group of associates and experts - from electricians to financial attorneys - to enable and sustain our success. As a firm that has built a reputation on its commitment to independence and individuality, we value and reward the contributions of our associates. Everyone has an opportunity to make an impact at Raymond James. EOE-Drug Free Workplace