Under general supervision, use specialized knowledge and skills obtained through experience and/or training to assist with the overall management of an assigned functional area, including collaborating with the management team to identify opportunities for operational efficiency, productivity improvements and assisting with special projects. May train or lead the work of other associates or supervise highly routine work. Detailed instructions and established procedures and prescribed guidelines are provided to perform a variety of tasks requiring some evaluation, originality or ingenuity in making routine decisions. Recommends solutions to moderately complex problems. Provide support and assistance on projects and job functions within the department.
Essential Duties and Responsibilities:
Provide input to supervisor regarding prioritization of assignments on a regular basis
Assists supervisor with escalation calls, identifies problem, research, provide resolution or escalate to supervisor
Initiates efficiency and productivity improvements.
Identifies and resolves operational issues.
Facilitates training of associates and provides education to branch associates on the use of applications and system enhancements
Extensive client interaction via phone and written documents with home office, branches, clients and vendors in resolving complex issues that require in-depth research
Monitors workflows to ensure assignments are completed in an accurate and timely manner
Assists in introducing and marketing products among the sales force and branch support associates
Occasionally provides backup for loss prevention transactions
Provide and/or coordinate cross-training, coaching and mentoring.
Assist with the implementation of new ideas to increase job performance and production
Performs other duties, special projects and responsibilities as assigned.
Knowledge, Skills, and Abilities:
Advanced concepts, principles and practices of excellent customer service
Comprehensive knowledge of banking industry and cash management products
General knowledge of investment concepts, practices and procedures used in the securities industry
Comprehensive knowledge of Raymond James products and customer operations
Operating standard office equipment and using required software applications, including Microsoft Office applications (Word, Excel, and Outlook) sufficient to create documents, spreadsheets and business correspondence.
Detail orientation and flexibility sufficient to handle high volume of phone calls requiring swift and accurate analytical and supportive responses
Interpersonal and communication (written and verbal) skills sufficient to interact with associates at all levels of the organization as well as clients, financial advisors and branch personnel
Identifying and resolving complex operational issues
Problem solving skills sufficient to effectively analyze, research and resolve complex issues
Analyzing operational processes and identifying opportunities for improvement
Lead the work of others and provide cross-training, coaching and mentoring.
Handle stressful situations and provide a high level of customer service in a calm and professional manner.
Partner with other functional areas to accomplish objectives.
Attend to detail while maintaining a big picture orientation.
Read, comprehend and apply business-related information.
Incite enthusiasm and influence, motivate and persuade others to achieve desired outcomes without benefit of formal organizational authority.
Interpret and apply policies and identify and recommend changes as appropriate.
Organize, manage and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
Communicate effectively, both orally and in writing.
Work independently as well as collaboratively within a team environment.
Serve as a role model and provide a high level of customer service
Establish and maintain effective working relationships at all levels of the organization.