**_Please note: This role is not eligible for immigration Work Visa sponsorship, either currently or in the future._** **Job Summary** Under limited supervision uses specialized, knowledge and skills obtained through experience, specialized training or certification to serve as a resource to Financial Advisors (FAs). Provide a high level of support and training for the firm’s financial planning applications. Participate in projects of moderate scope and complexity that require cross functional coordination. Serve as a resource to Financial Advisors (FAs) and their assistants regarding overall Financial planning strategies. Some of the strategies may include but not limited to Social Security, Tax Planning, Long term-care, Life Insurance etc. Resolves or recommends solutions to complex problems. Deliver superior client service through accuracy, timeliness and consistency. **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. + 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. + 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. + Understand and demonstrate a basic knowledge of other RJ systems as well as other third party Vendor applications, such as Morningstar and Hidden Levers. + Contributes feedback to overall improvement of the Goal Planning & Monitoring application, as well as Client Reporting and assists in implementing corrective actions and solutions as necessary. + 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 (AECRM). + 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. + 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 planning concepts including social security, tax planning, risk tolerance, and retirement planning. + Securities products including equities, fixed income, annuities, and options. + Various investment and retirement accounts. + Proprietary broker and financial planning applications. **Skill in** + Operating personal computers 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** + High School diploma required.