Service Specialist II

You could say we're at the center of the center.

Here at Edward Jones the client is our single focus and our relationships with them are the measure of everything we do. And Service and Operations divisions are at the center of it all. We support our clients, branch teams and headquarter associates in providing the best possible experience. Advocate for our more than 7 million clients through regulation communication, fraud protection and managing their investment distributions. Protect their investments by mitigating risk. And innovate new ways of working. Using insights to create solutions for the future - in the here and now.

Job Overview

Position Schedule: Part-Time

The Service Specialist II will help provide solutions in response to incoming telephone calls and written correspondence from Financial Advisors and Branch Office Administrators in both an independent and team structure while considering different variables such as legal/regulatory guidelines and risk to the firm. Associate will not provide recommendations on the suitability of investments as it pertains to clients

Following successful completion of initial training, associate will require understanding of product and service offered by the firm, including all processing steps and procedures as well as firm and regulatory requirements, in order to provide reliable and accurate responses to questions from field associates. In addition, the associate is responsible for continually learning on the job through interaction with leader, team members, and other departments, and available Continuing Education sessions.

Strongly focused on striving to provide world class customer service and exceed the individual department performance and quality expectation measures for a Service Specialist II.

Contribute to the overall success of the team/department by acting as a resource for others and by supporting new initiatives, projects, or process changes.

Must be able to independently and identify, analyze, and resolve branch questions on each contact received in an efficient manner on a wide variety of topics. The expectation is to provide client service excellence on each contact. This requires the individual to identify the appropriate questions and responses as well as provide the most appropriate solutions to the branch situation. A Service Specialist II will probe for information to diagnose branch issues and provide ideal solutions or clearly explain best practices. This may require follow up work, so the individual in this position will be prioritizing multiple issues.

The individual in this position not only answers "how to" questions, but they will also explain "why" something needs to happen, "what" will be the result, and "when" to expect results. The individual in this role will utilize multiple resources & processes to provide solutions as well as use escalation when necessary. They must be able to make appropriate & timely decisions while understanding and identifying potential risk. A Service Specialist II will also identify trends beyond an individual interaction.

Decision Making

An individual in this role resolves their daily contacts in an independent manner. The individual will at times utilize resource information to determine the best solution for the Financial Advisor or Branch Office Administrator. The individual is responsible for looking at and presenting all available options. When appropriate they will recommend the most suitable solution for the client.

The position requires that individuals examine their daily work and prioritize accordingly. Some variables that impact the decisions include market sensitivity, Financial Advisor/Branch Office Administrator deadlines, regulatory factors, and risk management.

Financial risk is low to moderate. Many contacts involve monetary related questions (trades, cash disbursement, transfers of funds and securities). Work is performed autonomously as well as with collaboration with peers and incorrect information provided to others may cause market loss.

Service risk is high on a per client basis and moderate when related to overall impact to the firm. Each contact presents the risk of providing the branch incomplete information. This could pose tax liability for the client or legal liability for the firm. The reputation of the Financial Advisor and firm may be at risk, and this risk would be moderate.

In this role, an associate is challenged by situations that require sound judgment and excellent problem-solving skills. They have the autonomy to resolve situations directly with the branch and will escalate situations to a leader when needed. They are responsible for balancing their work with department work volumes without direct communication from the leader.

Associates are expected to seek assistance with complex situations.

At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. Visit our career site (~~~/) to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate.

Hiring Minimum: $46046

Hiring Maximum: $71268

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Skills/Requirements

Education/Certification

Completion of Post secondary education is preferred.

Experience

2 years of client service experience or comparable experience working in the financial services industry or Edward Jones is required.

Skills/Abilities

• Excellent verbal/written communication skills

• Must be able to respond and adapt to callers & peers with appropriate tone, organized thoughts, & confidence

• Ability to respond to written correspondence in a clear & pleasant manner using correct grammar, spelling & format

• Organizational skills & time management skills

• Must be able to multi-task & follow-up appropriately to take issues to resolution

• Must be able to work in a fast paced, team oriented environment & quickly learn & apply new information

• Proficiency in procedures & systems used by the department(s) with whom Service has a dependency is required

• Understand various securities as well as functions of the business is critical.

• Strong computer skills are required. The position requires knowledge of applicable Edward Jones systems & software. Must be able to learn & apply technical information relevant to the job

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Awards & Accolades

At Edward Jones, we are building a place where everyone feels like they belong. We're proud of our associates' contributions to the firm and the recognitions we have received.

Check out our U.S. awards and accolades: Insights & Information Blog Postings about Edward Jones (~~~)

Check out our Canadian awards and accolades: Insights & Information Blog Postings about Edward Jones (~~~)

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About Us

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500¹ company where people come first. With over 8 million clients and 19,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns.

Behind everything we do is our purpose: We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging.

People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.

View our Purpose, Inclusion and Citizenship Report (~~~) .

¹Fortune 500, published June 2023, data as of December 2022. Compensation provided for using, not obtaining, the rating.

Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.

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