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About the Role
Raymond James Ltée recherche un associé ou une associée responsable du soutien au site Accès client, de préférence bilingue (anglais et français), pour se joindre à l'équipe Technologies de l'information/GGP dans l'un de nos bureaux canadiens. La personne titulaire du poste sera le point de contact des clients et des conseillers de Raymond James, fournissant un soutien opportun concernant le site Web Accès client et l'application mobile.
Responsibilities
- Collaborate with IT teams and RJL divisions to define client needs.
- Provide exceptional customer service with calmness, courtesy, and professionalism.
- Respond to inquiries or complaints regarding the Client Access website, following up to resolution.
- Perform basic internet software and hardware diagnostics to resolve client connectivity issues.
- Assist with password resets, enrollment, or email notification problems.
- Detail client communications in the call tracking system and update client personal information.
- Research, resolve, and make decisions regarding various inquiries from clients, advisors, and RJL employees.
- Determine the best method to resolve issues to ensure customer satisfaction while adhering to company policies.
- Coordinate issue resolution with relevant departments.
- Follow up verbally or in writing to ensure customer satisfaction.
- Liaise regarding documentation gaps between branches, operations, compliance, and corporate data teams.
- Undertake other assigned tasks and responsibilities.
- Provide support for short-term, ad-hoc projects, including research, coordination, documentation, and follow-up.
Requirements
- College diploma or equivalent and at least 3-4 years of customer service experience.
- Required experience in the financial services or securities brokerage industry.
- Excellent command of Microsoft 365 and SharePoint Online, common web browsers, and mobile devices.
- Bilingual communication skills (French and English), including effective oral and written communication.
- Ability to organize, manage, and follow up on multiple detailed tasks and assignments with frequently changing priorities in a dynamic work environment.
- Ability to establish and maintain effective working relationships at all levels of the organization.
- Strong decision-making, organizational, and interpersonal skills.
- Ability to think critically and ask targeted questions to adequately determine and meet needs.
- Effectively communicate orally and in writing with external clients, investment advisors, and other internal clients.
- Work constructively under stress and pressure when facing significant workloads and deadlines.
- Ability to work independently and collaboratively within a team.
- Quick learner, reliable, professional, creative, and innovative individual.
Skills
- Bilingualism (English and French)
- Customer Service
- IT Support
- Problem-Solving
- Communication (Oral and Written)
- Microsoft 365
- SharePoint Online
- Web Browsers
- Mobile Devices
- Critical Thinking
- Organization
- Interpersonal Skills
Location
- Canada
Work Type
- Full-time
Experience Level
- 3-4 years of customer service experience
- Experience in financial services or securities brokerage
Education Level
- College diploma or equivalent
Salary/Compensations
- $50,000 to $55,000 per year, plus performance-based bonuses/incentives.
Benefits
- Flexible work arrangements
- Competitive compensation and benefits package
- Health benefits
- RRSP matching program
- Employee Share Purchase Plan
- Paid time off
- Volunteer days
- Discretionary bonuses
- Tuition reimbursement
- Internal promotion support
- Community involvement support
About the Company
- Raymond James Ltd. is Canada's largest independent securities dealer, offering high-quality investment products and services to Canadians seeking personalized wealth management solutions.
- Our most important investment is in people.
- We support internal promotion and community engagement.
Equal Opportunity
- Raymond James Ltd. honors, values, and respects the uniqueness, experiences, and backgrounds of all our team members.
- The company is committed to equal employment opportunity and makes all employment-related decisions based on merit and business needs.
- We are committed to providing equal employment opportunities for all applicants.
- To request accommodation, candidates must email Human Resources at recruitment@raymondjames.ca to communicate specific requirements and discuss any needed accommodations for full participation in the recruitment process.
- We may use automated or AI-based tools to facilitate certain stages of our recruitment and selection process, including candidate screening, assessment, or selection, where applicable. These tools help us efficiently review applications but do not replace human decision-making.