Capital Access Associate | Southfield, MI

Job Description Summary

The Capital Access Associate delivers exceptional service and prompt, accurate responses to client account inquiries, working under general supervision. In this role, you’ll act as a key liaison between branch support teams and Financial Advisors, fostering strong collaboration across departments. You'll handle high volumes of client communication—primarily via phone—connecting with branches, home offices, and clients to investigate and resolve complex issues with diligence and care. You will support internal associates and Financial Advisors by managing escalated cases and providing thoughtful, well-researched solutions to moderately complex challenges. This position involves extensive engagement with internal clients and plays a vital role in ensuring client satisfaction and operational excellence.

Job Description

This position follows our hybrid-friendly schedule, so you get the best of both worlds – flexibility and collaboration. In office days will be 3 per week averaging 12 days per month in our Southfield, MI Corporate Office.

Hours: This position requires 1-2 shifts per week from 11am-8pm or 10am-7pm EST and 8am-5pm EST on the other days.

Responsibilities:

• Assist with various requests for information, referring more complex matters to colleagues.
• Answer the telephone and assist callers or those making varied inquiries by email or mail with any basic requests for information, directing more complex matters to colleagues, as necessary.
• Carry out standard customer service activities and handle simple customer inquiries.
• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility.
• Enter data into standard branch systems, reviewing and verifying it for accuracy. This includes handling and documenting counter transactions.
• Maintain files and records.
• Organize own work schedule each day in line with changing priorities.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Knowledge of:

• Basic concepts, principles and practices of excellent customer service.
• General office practices and procedures.
• Comprehensive knowledge of Raymond James products.

Skills:

• Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.
• Supports business processes under supervision by applying an elementary understanding and effective use of standard office equipment and standard software packages.
• Works under supervision to develop appropriate plans or perform necessary actions based on recommendations and requirements.
• Works to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works under close supervision.
• Works to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.
• Works under supervision to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works under supervision to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.
• Works under supervision to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Receives, monitors and deals with allocated customers at an elementary level, working under supervision.
• Applies understanding of the business environment and objectives to develop solutions under supervision.
• Works under supervision to meet high customer service standards.
• Works under supervision to understand and effectively operate all customer management systems.
• Works under supervision to perform data analysis for use in reports to help guide decision making.
• Works under supervision to select, deploy and get the best results from the most appropriate office system.
• Works to recognize sales opportunities during service interactions to enhance overall customer service. Typically works under close supervision.

Education

High School (HS) (Required)

Work Experience

General Experience - 4 to 6 months

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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