Financial Planning Software Support Analyst I

Job Description Summary

Job Description

Under limited supervision uses knowledge and skills obtained through experience, specialized training or certification to serve as a resource to Financial Advisors and branch professionals regarding overall financial planning strategies. Some of the strategies may include but not limited to tax planning, social security, long term-care, life insurance, etc. Resolves or recommends solutions to complex problems. Deliver superior client service through accuracy, timeliness and consistency.

Essential Duties and Responsibilities

• Serves as a resource for FAs in designing a retirement plan analysis for clients and prospects that meets their overall retirement needs and goals.

• Analyzes certain aspects and/or the retirement plan circumstances of a client/prospect in conjunction with the FA and recommendations.

• Evaluates overall individual and employer-based retirement needs, research various options, and provides retirement planning alternatives utilizing third party software tools.

• Respond to inquiries by telephone, email, and occasional in-person meetings.

• May create presentations and instruct in various training programs.

• Provides training around key Goal Planning & Monitoring functionality.

• Takes ownership of and independently handles the resolution of escalated issues and complex problems; performs analysis on escalated issues.

• Troubleshoot and resolve problems on a wide variety of commercial and proprietary software.

• Understand and demonstrate a basic knowledge of other RJ systems as well as other third party Vendor applications.

• Contributes feedback to overall improvement of Goal Planning & Monitoring.

• Clearly and professionally communicate technical information to others.

• Document product problems and their resolutions in a solutions database for future analyst reference.

• Test new product releases in conjunction with software development.

• Represent department and supported products at company meetings, events, and conferences, when needed.

• Perform other duties and responsibilities as assigned.

Knowledge, Skills, and Abilities

Knowledge of

• Financial industry concepts including security reorganizations, compliance requirements, alternate security valuations, cost basis, and gain/loss.

• Securities products including equities, fixed income, annuities, and options.

• Various investment and retirement accounts.

• External Accounts and Data Aggregation system.

• Portfolio Management applications.

• Contact Management applications.

• Proprietary broker and financial planning applications.

• Concepts, practices and procedures in supporting computer hardware and software.

• Software installation and removal.

• Computer maintenance, backup and restoration procedures.

• Data networks and protocols.

Skill in

• Operating personal computers, peripheral equipment, and telecommunication devices.

• Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems.

• Using software to remote control end user computers.

• Learning and applying new information skills and processes quickly and providing comprehensive and objective analysis.

• Organization and attention to detail

• Microsoft Office applications

• Diagnosing and solving computer hardware, software, peripheral equipment, data communications and network problems.

• Operating standard office equipment and using required software applications, sufficient to provide basic troubleshooting.

Ability to

• Provide a high level of customer service at all times.

• Handle stressful situations and provide a high level of customer service in a calm, courteous and professional manner.

• Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions.

• Work well and support others in a team approach to problem solving as well as work independently when required.

• Communicate effectively, both orally and in writing.

• Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment.

• Read, interpret and apply information from technical manuals and other materials.

• Exhibit initiative and self-direction when performing tasks.

Educational/Previous Experience Requireme