Retirement Plan Service Associate - Memphis, TN

Company: Raymond James Financial Incorporated
Location: Memphis
Posted on: May 27, 2023

Job Description:

Hybrid Work Environment:40% in-office and up to 60% work-from-home, if desired. Must live within commutable distance from our home office.
Schedule/Hours: (Paid training)
8am-5pm ET during training period (approximately 3-4 months; Subject to change based on need)
10:30am-7pm ET after training period (approximately 6-12 months; Subject to change, possible rotational shift (8-5) based on business need.
*Mandatory Overtime hours - based on business need and management discretion (1.5 pay)
Job Summary:
Under general supervision, associate uses skills gained through experience and on-the-job training to answer retirement plan related phone calls from branch personnel in a call center environment. Associate will provide a high degree of customer service through education to branch callers. Associate will also serve as a specialist processing complex financial transactions by evaluating, approving and completing retirement transactions in client accounts.
Essential Duties and Responsibilities:
--- Answers and responds to phone and email inquiries regarding issues.
--- Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.
--- Interprets rules and regulations by applying retirement plan knowledge.
--- Processes financial transactions accurately.
--- Conducts audits of account activity to ensure transactions meet regulatory compliance.
--- Reviews client requests for corrections to determine proper course of action and provide guidance to branch personnel on resolution.
--- Maintains knowledge of retirement plan rules and regulations by utilizing internal and external resources, as well as continuous training.
--- Communicates, researches and resolves issues with other internal departments.
--- Supports a continuous improvement environment by providing regular feedback to the leadership team on processes and procedures.
--- Provides support as well as assists in on-the-job training of new associates.
--- Reviews daily reports of individual productivity to evaluate personal performance.
--- Performs other duties and responsibilities as assigned.
Qualifications:
Knowledge, Skills, and Abilities:
Knowledge of:
--- Retirement plans including various legal document
--- General office practices and procedures.
--- Microsoft Word, Access, Excel and Outlook to create/update documents, reports, spreadsheets and emails.
Skill in:
--- Organizational and time management sufficient to prioritize workload, handle multiple tasks, and meet deadlines.
--- Problem solving and analysis sufficient to assess client issues and accurately provide resolutions.
--- Operating call center software applications.
Ability to:
--- Communicate information orally and in writing in a clear and effective manner sufficient to explain complex regulations.
--- Acquire and maintain new knowledge in an ever changing regulatory environment.
--- Take an active part in the training and development of new associates.
--- Effectively gather relevant information and identify key issues.
--- Provide a high level of customer service in a fast paced call center environment.
--- Research and resolve problems in a timely manner.
--- Give attention to detail.
Educational/Previous Experience Requirements:
--- High School diploma or equivalent with a minimum of two (2) years of customer service experience.
-or-
--- Any equivalent combination of education, experience and/or training approved by Human Resources.
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 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 outcome
--- 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

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