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About the Role
Raymond James Ltd. is seeking a preferably Bilingual (French and English) Client Access Support Associate to join the Information Technology/PCG team. The candidate will act as the point of contact for Raymond James clients and advisors, providing timely support for website access and mobile application issues. They will liaise with internal and external teams to resolve client inquiries.
Responsibilities
- 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.
Requirements
- 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.
- 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.
Skills
- French and English skills
- Microsoft 365
- SharePoint Online
- Common web browsers
- Mobile devices
Location
- Canadian offices
Work Type
- Full-time
Experience Level
- 3-4 years’ experience in customer service
Education Level
- College Diploma or equivalent
Salary/Compensations
- $50,000 - 55,000 annually
Benefits
- Flexible workstyles
- Competitive compensation and benefits package
- Health Benefits
- RRSP Matching Program
- Employee Stock Purchase Plan
- Paid Time Off
- Volunteer Days
- Discretionary Bonuses
- Tuition Reimbursement
About the Company
- 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.
- At Raymond James – we honor, value, respect the uniqueness, experiences, and backgrounds of all of our Associates. When associates bring their best authentic self, our organization, clients and communities thrive, it is part of our people-first culture.
Equal Opportunity
- The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.
- We demonstrate our commitment to ensuring equal opportunities for all candidates.
- To request accommodations, candidates are instructed to contact Human Resources via email at recruitment@raymondjames.ca.
- We may use automated or AI-enabled tools to support parts of our recruitment and screening process, including screening, assessing or selecting applicants where applicable. These tools help us review applications efficiently, but they do not replace human decision-making.