Retirement Plan Service Associate

Job Description Summary

We are seeking a dedicated and detail-oriented professional to join our Retirement Plan Services team. In this role, you will provide high-quality support by assisting internal associates and Financial Advisors with escalated inquiries related to retirement plan accounts. You will be responsible for researching and resolving moderately complex issues, offering thoughtful and effective solutions that enhance the client experience. This position involves frequent interaction with internal stakeholders, requiring strong communication skills and a collaborative mindset. Your ability to navigate complex service scenarios and recommend process improvements will be key to your success in this dynamic and client-focused environment.

Hybrid Work Environment: This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week in our Southfield, MI Corporate Office.

Training: You will be in office full time during the first 60 days of employment. Training is comprehensive, lasting approximately three months. This will prepare you thoroughly for your role.

Overtime: During our peak period from November to April, mandatory overtime is required. You will receive compensation at a rate of 1.5 times your regular hourly rate for any overtime hours worked.

Job Description

Responsibilities:

• Deliver a positive client experience by providing timely and professional phone support during periods of high call volume to help maintain service levels and meet business needs. Schedules will be adjusted based on business needs and operational priorities.
• Accurately diagnoses issues and provides client driven solutions that also meet IRS regulatory requirements.
• Interprets rules and regulations by applying IRA and IRS knowledge.
• Assist with various incoming requests for information, through multiple platforms.
• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
• Carry out standard customer service activities and handle customer inquiries.
• Conduct data entry and transaction processing into multiple company platforms, review and verify the information to ensure accuracy and accessibility.
• Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.
• Maintain files and records.
• Organize work schedule, each day that a lines with changing priorities of the department.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge of:

• IRA's and Retirement plans including various legal documents

Skills:

• Organizational and time management to prioritize workload, handle multiple tasks, and meet deadlines.
• Problem solving and critical thinking skills sufficient to assess client issues and accurately provide resolutions.
• Operating call center software applications. 
• Uses clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.
• Supports business processes by applying an understanding and effective use of standard office equipment and standard software packages.
• Develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Ensure every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.
• Navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.
• Plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.
• Analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Applies an understanding of the business environment and objectives to develop solutions under supervision.
• Meet high customer service standards.
• Understand and effectively operate all customer management systems.
• Perform data analysis for use in reports to help guide decision making.
• Select, deploy and get the best results from the most appropriate office system.

Education

High School (HS) (Required)

Work Experience

General Experience - 13 months to 3 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.  Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.

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 outcomes
•  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

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.  When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. 

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