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Job Description

Essential Duties and Responsibilities

• Serves as a resource for FAs in designing a retirement plan analysis for clients and prospects that meets their overall retirement needs and goals.

• Analyzes certain aspects and/or the retirement plan circumstances of a client/prospect in conjunction with the FA and recommendations.

• Evaluates overall individual and employer-based retirement needs, researches various options, and provides retirement planning alternatives utilizing third party software tools.

• May respond to FA questions by telephone, email and occasional personal visits.

• May create presentations and instruct in various training programs attended by FAs.

• Performs other duties and responsibilities as assigned.

• Develops and leads the education and training for the end user “Financial Advisers and Sales Assistants/Branch Professionals”.

• Provides training around key Goal Planning & Monitoring functionality, such as basic use through advanced Goal Planning & Monitoring plans. Training is scheduled around subject matters as pertinent to the time frame. This will be accomplished through several types of training: over the phone, via remote access of advisors computer and webinars

• Takes ownership of and independently handles the resolution of escalated issues and complex problems; performs analysis on escalated issues and reengineer procedures to prevent reoccurrence.

• Install, troubleshoot and resolve problems on a wide variety of commercial and proprietary software via telephone.

• Understand and demonstrate a basic knowledge of other RJ systems as well as other third party Vendor applications, such as Morningstar and Hidden Levers.

• Leads the training of other associates in other areas of the WRPS department (Goal Planning & Monitoring, Client Relationship Management, Go to Training, SharePoint).

• Contributes feedback to overall improvement of the Portfolio Management Center and Goal Planning & Monitoring, as well as Client Reporting and assists in implementing corrective actions and solutions as necessary.

• Promotes effective coordination among multiple workgroups in functional areas.

• Use software to remote control end user computers to resolve problems.

• Clearly and professionally communicate technical information to others.

• Monitor the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits.

• Provide detailed documentation on all calls in the call tracking system (ARM).

• Document product problems and their resolutions in a solutions database for future analyst reference.

• Stay abreast of, and comply with, company and department policies and procedures.

• Identify, research, and report them to appropriate software development area.

• Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.

• Test new product releases in conjunction with software development.

• Represent department and supported products at company meetings, events, and conferences, when needed.

• Perform other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities

Knowledge of

• Financial industry concepts including security reorganizations, compliance requirements, alternate security valuations, cost basis, and gain/loss.

• Securities products including equities, fixed income, annuities, and options.

• Various investment and retirement accounts.

• External Accounts and Data Aggregation system.

• Portfolio Management applications.

• Contact Management applications.

• Proprietary broker and financial planning applications.

• Concepts, practices and procedures in supporting computer hardware and software.

• Software installation and removal.

• Computer maintenance, backup and restoration procedures.

• Data networks and protocols.

Skill in

• Operating personal computers, peripheral equipment, and telecommunication devices.

• Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems.

• Using software to remote control end user computers.

• Learning and applying new information skills and processes quickly and providing comprehensive and objective analysis.

• Organization and attention to detail sufficient to prioritize multiple tasks while working in a fast-paced dynamically changing environment.

• Microsoft Office applications sufficient to produce documents, spreadsheets and email.

• Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems.

• Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting.

Ability to

• Establish and maintain effective working relationships.

• Handle stressful situations and provide a high level of customer service in a calm, courteous and professional manner.

• Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non technical manner.

• Work well and support others in a team approach to problem solving as well as work independently when required.

• Communicate effectively, both orally and in writing, with all organizational levels.

• Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions.

• Read, interpret and apply information from technical manuals and other materials.

• Exhibit initiative and self-direction when performing tasks.

• Provide a high level of customer service at all times.

Educational/Previous Experience Requirements

• Any equivalent combination of experience, education, and/or training.

Licenses/Certifications

• Obtain the Wealth Management Specialist (WMS) designation within 9 months of the first day of employment.

Education

High School (HS) (Required)

Work Experience

General Experience - 13 months to 3 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

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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