**Essential Duties and Responsibilities** + Leads the work of others and provides training of new hires and mentoring to other associates + Contacts internal and external customers to resolve issues/concerns + Assists with updating department policies and procedures + Serves as a backup and communicates to Supervisor and Operations Manager of issues + Offers additional support in phone queue as volume dictates + Assists with performing quality control audits for various team functions + Performs other duties, responsibilities, and projects assigned **Knowledge, Skills, and Abilities** + Investment concepts, practices and procedures used in the securities industry.Front-end system used in assigned functional area and its relationship with account history. **Skill in** + Basic analytical skills: identify relationships, draw logical conclusions and interpret results for use in decision-making + Personal resilience while providing high-level customer service to both internal and external clients. + Problem solving sufficiently to effectively analyze, research and resolve inquiries and issues in a timely manner + Handling a high-volume phone system + Operating standard office equipment and using required software applications, sufficient to create documents, spreadsheets, and business correspondence. **Ability to** + Lead the work of others and provide training and mentoring + Work under pressure on multiple tasks concurrently and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities + Read, interpret, analyze and apply knowledge to solve problems + Communicate effectively, both orally and in writing with associates and internal and external customers + Work independently as well as collaboratively within a team environment + Handle stressful situations and lead others in providing a high level of customer service in a calm and professional manner + Interpret and apply policies and identify and recommend changes as appropriate + Establish and maintain effective working relationships at all levels of the organization **Educational/Previous Experience Requirements** + Associate's degree and/or 5+ years relevant experience OR + Any equivalent combination of experience, education and/or training approved by Human Resources. **Licenses/Certifications** : None Disclaimer If this is a position related to RJ Bank, our FDIC-insured depository, applicants will be subject to additional background/screening based on regulatory requirements. Without the prior consent of the FDIC, the Bank cannot hire applicants convicted of a criminal offense (or an applicant who has entered a pretrial diversion program) involving dishonesty or breach of trust or money laundering, other than certain de minimis offenses. If you have any questions regarding this additional screening and process, please contact the Talent Advisor for this position. At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all 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.