Client Access Support Associate

At Raymond James, we develop, we collaborate, we decide, we deliver, and we improve together.

Raymond James Ltd. is Canada’s leading independent investment dealers offering high quality investment products and services to Canadians seeking customized solutions to their wealth management needs.

Bilingual Client Access Support Associate

How does the role impact the organization?

Raymond James Ltd. is seeking a preferably Bilingual (French and English) Client Access Support Associate to join the Information Technology/PCG team at one of our Canadian offices. Under PCG Management, the candidate will act as the point of contact for Raymond James clients and advisors. The candidate will provide timely support for clients and advisors related to client website access and mobile application. They will liaise with internal, external, operational, and technical support teams, as required, to obtain, clarify, and deliver accurate information in a timely manner.

What will your role be responsible for?

• Collaborate with IT teams and RJL Divisions to identify client needs.
• Provide an exceptional level of customer service in a calm, courteous, and professional manner.
• Respond to inquiries or complaints received through phone calls or written correspondence concerning client-access usage issues; follow issues through resolution and final communications.
• Conduct basic diagnoses of internet software and hardware to troubleshoot client connectivity problems; assist with password resets, registration, or email-notification issues.
• Document client communications in detail in the call-tracking system and accurately update client personal information as appropriate.
• Research, resolve, and make decisions regarding various inquiries for clients, advisors, and associates within RJL.
• Determine the best method to resolve problems to ensure customer satisfaction while adhering to company policies.
• Coordinate problem resolution with appropriate departments.
• Follow up verbally or in writing to ensure customer satisfaction.
• Act as liaison for document deficiencies across branches, Operations, Compliance, and enterprise data teams.
• Perform other duties and responsibilities as assigned.
• Support short-term ad hoc projects, including related research, coordination, documentation, and follow-up as required.

What can you expect from us?

Our most important investment is in people. Upon eligibility, Raymond James Ltd offers flexible workstyles, a competitive compensation and benefits package. Our benefits range from Health Benefits, RRSP Matching Program, Employee Stock Purchase Plan, Paid Time Off, Volunteer Days, Discretionary Bonuses, Tuition Reimbursement and many more! We also support internal promotion and community involvement.

At Raymond James, we develop, we collaborate, we decide, we deliver, and we improve together.

Raymond James Ltd. is Canada’s leading independent investment dealers offering high quality investment products and services to Canadians seeking customized solutions to their wealth management needs.

Bilingual Client Access Support Associate

How does the role impact the organization?

Raymond James Ltd. is seeking a preferably Bilingual (French and English) Client Access Support Associate to join the Information Technology/PCG team at one of our Canadian offices. Under PCG Management, the candidate will act as the point of contact for Raymond James clients and advisors. The candidate will provide timely support for clients and advisors related to client website access and mobile application. They will liaise with internal, external, operational, and technical support teams, as required, to obtain, clarify, and deliver accurate information in a timely manner.

What will your role be responsible for?

• Collaborate with IT teams and RJL Divisions to identify client needs.
• Provide an exceptional level of customer service in a calm, courteous, and professional manner.
• Respond to inquiries or complaints received through phone calls or written correspondence concerning client-access usage issues; follow issues through resolution and final communications.
• Conduct basic diagnoses of internet software and hardware to troubleshoot client connectivity problems; assist with password resets, registration, or email-notification issues.
• Document client communications in detail in the call-tracking system and accurately update client personal information as appropriate.
• Research, resolve, and make decisions regarding various inquiries for clients, advisors, and associates within RJL.
• Determine the best method to resolve problems to ensure customer satisfaction while adhering to company policies.
• Coordinate problem resolution with appropriate departments.
• Follow up verbally or in writing to ensure customer satisfaction.
• Act as liaison for document deficiencies across branches, Operations, Compliance, and enterprise data teams.
• Perform other duties and responsibilities as assigned.
• Support short-term ad hoc projects, including related research, coordination, documentation, and follow-up as required.

What can you expect from us?

Our most important investment is in people. Upon eligibility, Raymond James Ltd offers flexible workstyles, a competitive compensation and benefits package. Our benefits range from Health Benefits, RRSP Matching Program, Employee Stock Purchase Plan, Paid Time Off, Volunteer Days, Discretionary Bonuses, Tuition Reimbursement and many more! We also support internal promotion and community involvement.

What do we expect from you?

• College Diploma or equivalent and a minimum of 3-4 years’ experience in customer service.
• Experience in the financial services or brokerage industry required.
• Excellent proficiency with Microsoft 365 and SharePoint Online, common web browsers, and mobile devices.
• Preferable fluent written and verbal French and English skills.
• Ability to organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment.
• Ability to establish and maintain effective working relationships at all levels of the organization.
• Sound decision-making, organizational, and interpersonal skills.
• Ability to think critically and ask targeted questions to determine needs and respond appropriately.
• Ability to communicate effectively, orally and in writing, with external clients, financial advisors, and other internal clients.
• Ability to work constructively under stress and pressure when faced with high workloads and deadlines.
• Ability to work independently and collaboratively within a team environment.
• Quick learner who is dependable, professional, creative, and innovative.

We encourage 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