Bilingual Client Access Support Associate bei Raymond James Ltd.

At Raymond James, we develop, we collaborate, we decide, we deliver, and we improve together.

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. 

Bilingual Client Access Support Associate

How does the role impact the organization?

Raymond James Ltd. is seeking a Bilingual (English and French) Client Access Support Associate to join the Information Technology team at one of our Canadian offices (Toronto or Vancouver). Under IT Service Management, the incumbent will act as the point of contact to Raymond James clients and advisors. The incumbent will provide timely support for clients and advisors related to client website access and mobile application. Lastly, they will liaise with internal, external, and internal operational and technical support teams, as required, to obtain, clarify and deliver accurate information in a timely manner.

What will your role be responsible for?

• Collaborate with IT teams and RJL Divisions to identify the client’s needs
• Provide an exceptional level of customer service in a calm, courteous and professional manner.
• Responds to inquiries or complaints received through phone calls or written correspondence concerning client access usage issues; follows the issue all the way through resolution and final communications.
• Conducts basic diagnoses of internet software/hardware to troubleshoot client connectivity problems, assists with password resets, registration, or email notification issues.
• Documents, in detail, client communications in the call tracking system and accurately updates client personal information as appropriate.
• Researches, resolves and makes decisions regarding various inquiries for clients, Advisors and associates within RJL.
• Determines best method to resolve problems to ensure customer satisfaction while adhering to company policies.
• Coordinates problem resolution with appropriate departments.
• Follows up, either verbally or in writing, to ensure customer satisfaction.
• Performs other duties and responsibilities as assigned.

What can you expect from us?

Our most important investment is in people.  Upon eligibility, Raymond James Ltd offers flexible workstyles, a competitive compensation and benefits package. Our benefits range from Health Benefits, RRSP Matching Program, Employee Stock Purchase Plan, Paid Time Off, Volunteer Days, Discretionary Bonuses, Tuition Reimbursement and many more! We also support internal promotion and community involvement.

What do we expect from you?

• College Diploma or equivalent and a minimum of 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 use of mobile devices
• Fluent in French and English both written and verbal skills
• Organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities in a fast-paced work environment
• 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
• Communicate effectively, both orally and in writing with external clients, financial advisors, and other internal clients
• Constructively work under stress and pressure when faced with high workloads and deadlines.
• Work independently as well as collaboratively within a team environment.
• Quick learner, dependable, professional, creative, and innovative

We encourage 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 – 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. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.

Here at Raymond James we demonstrate our commitment to ensuring equal opportunities for all candidates. To request accommodations, candidates are instructed to contact Human Resources via email at [email protected]. By reaching out to this email address, candidates can communicate their specific requirements and discuss the necessary accommodations they may need to participate fully in the recruitment process.

Salary Range: BC (based on Education, Work Experience, etc) $45,000-55,000 in addition to competitive performance bonuses/incentives