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Raymond James Financial, Inc. Retirement Plan Service Associate in Southfield, Michigan


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.


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.


  • Any equivalent combination of education, experience and/or training approved by Human Resources.


  • None Required.

Job: Operations

Primary Location: US-MI-Southfield-Southfield

Organization Operations & Administration

Schedule Full-time

Job Shift Day Job

Travel No

Req ID: 2000973