Customer Experience Associate

Customer Experience Associate

Job Description:

Raymond James, boasting more than 60 years of exemplary service in the Financial Services sector, is on the lookout for a detail-oriented and proactive Customer Experience Associate. The individual who is chosen for this role will demonstrate robust problem-solving abilities and deliver top-notch administrative assistance to Financial Advisors, both prospective and existing clients, as well as other personnel at the branch.

Primary Duties and Expectations:

• Handles a high volume of daily interactions, addressing inquiries and scheduling meetings with prospective and existing clients via phone, in-person, virtual platforms, and mailings.
• Supports Financial Advisors and branch staff independently and collaboratively within a team environment.
• Processes client financial transactions and manages advisor/branch expenses and documentation with accuracy and organization.
• Opens new client accounts and researches client and security information using internal databases and technological platforms.
• Ensures client paperwork and documentation comply with firm and industry standards, following up to guarantee completion and accuracy.
• Drafts correspondence, forms, and appraisals to enhance client service and business development.
• Prepares executive summaries and customized reports for advisor review.
• Maintains client records and files using CRM software.
• Assists financial advisors with marketing initiatives, including workshops and client events.
• Executes orders based on the Financial Advisor's instructions.
• Participates in training, cross-training, and professional development to remain informed of company and industry policies.
• Performs additional duties as assigned.

Knowledge Of:

• Company structure, rules, mission, and strategies.
• Standard office procedures, protocols, and techniques.
• Investment concepts, methodologies, and securities industry practices.
• Financial markets, financial products, and industry regulations.

Skills In:

• CRM and contact management software to track interactions and enhance client relationships.
• Microsoft Excel for creating and analyzing reports and spreadsheets.
• Effective communication across in-person, virtual, phone, and written channels.
• Operating standard office equipment and software applications.
• Analyzing and reviewing account and transaction data.
• Managing multiple priorities in a fast-paced environment.
• Identifying urgent tasks and effectively managing conflicting priorities.
• Proactively following up to resolve errors or concerns.
• Maintaining professionalism and high-quality customer service under stress.
• Problem-solving through strategic thinking and timely action.
• Applying mathematical methods to account and transaction analysis.
• Fostering open communication across organizational levels.
• Working independently and collaboratively within a team.

Ability To:

• Work independently while collaborating effectively within a team.
• Consistently deliver excellent customer service.

Qualifications:

High school diploma or equivalent required. Candidates with at least one year of experience in the securities industry or a related field are preferred. Alternatively, a combination of education, experience, and/or training approved by HR is acceptable.

About Raymond James:

Employees follow five guiding behaviors—Develop, Collaborate, Decide, Deliver, Improve—to uphold the firm's core values of client-first service, integrity, independence, and a prudent, long-term approach.

Team members are expected to develop professionally, collaborate effectively, make client-centered decisions, take ownership of outcomes, and contribute to the firm's ongoing growth.

Raymond James fosters a people-centric culture, valuing the individuality, backgrounds, and diverse experiences of all employees. As an equal opportunity employer, recruitment decisions are based on merit and business needs.

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