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Retirement Plan Service Associate - ALL

at Raymond James Financial, Inc. in Memphis, Tennessee, United States

Job Description

Description

Hours: 10:30-7pm

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 documents
  • 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.

Job: Operations

Primary Location: US-MI-Southfield-Southfield

Other Locations: US-TN-Memphis-Memphis, US-FL-St. Petersburg-Saint Petersburg

Schedule Full-time

Job Shift Day Job

Travel No

Req ID: 2101666

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Job Posting: JC187394021

Posted On: Jul 09, 2021

Updated On: Dec 01, 2021