Inheritance Services Supervisor

Job Description Summary

As a licensed Supervisor, you will lead a specialized team tasked with processing inheritance claims for clients who have passed, while delivering a Service 1st client experience.

Job Description

Investment Central, a specialized department at the Raymond James home office, provides exceptional service to Raymond James’ clients. Although we operate as a home office department, our approach mirrors that of most Raymond James branches. As a licensed Supervisor, you will lead a specialized team tasked with processing inheritance claims for clients who have passed, while delivering a Service 1st client experience. Your responsibilities include supervisory skills, client experience management, training, staffing, collaboration, and more.

Essential Duties and Responsibilities

• Supervisory Skills: Demonstrate well-rounded leadership qualities and supervisory skills coupled with a mastery of brokerage operations.

• Client Experience: Ensure teams you lead deliver a positive Service 1st experience by monitoring interactions with clients and utilizing metrics to manage workflows.

• Training and Education: Be the primary point of contact for onboarding new Associates and provide ongoing training to refine client interactions.

• Staffing: Confirm day-to-day call center staffing is adequate to respond to call volumes.

• Human Resources: Manage your team in accordance with Raymond James’ Human Resources policies and procedures.

• Collaboration: Partner with other home office departments to resolve client account issues and improve operational processes.

• Escalation Point of Contact: Respond to and resolve escalated situations.

• Inbound Calls: Serve as an additional resource in the call center during high call volumes.

• Trade Execution: Execute client-directed trades across various product types (equities, mutual funds, options, fixed income, and alternative investments).

• Proactive Communication: Reach out to clients to address important account matters and conduct routine follow-up as needed.

• Transaction Processing: Handle client-directed transactions such as ACH transfers, wire transactions, and journal requests regularly.

• Account Management: Manage a diverse range of accounts, including trust, estate, and entity accounts.

• Ethics & Compliance: Maintain a high level of integrity and adhere to Raymond James' Code of Business Conduct & Ethics.

• Risk Mitigation: Work with branch and firm resources to mitigate risks.

• Progress Reporting: Provide regular updates to senior management regarding team performance and challenges.

• Process Documentation: Develop and Document branch processes into Standard Operating Procedures.

Knowledge of:

• Human Resources: understanding how to interpret and apply Raymond James’ Human Resources policies to the team you manage.

• Inheritance Case processing: Familiarity and knowledge of industry inheritance practices and ability to adapt Raymond James’ policies

• Call Center Best Practices: including how to handle difficult calls, proper call authentication procedures, and etiquette. 

• Multiple Account Types: including but not limited to standard individual and joint accounts, trust accounts, estate accounts, qualified accounts, beneficiary IRAs, entity accounts, usufruct accounts, 529 accounts, etc. 

• Securities Trading: Advanced knowledge of trading stocks, options, mutual funds, bonds, fixed income investments, UITs, Closed End Funds, and a familiarity of alternative investments.

Skill in:

• Interpreting and applying policies and procedures

• Establishing operational objectives

• Implementing processes and procedures for efficient and timely workflow

• Promoting effective coordination between work groups

• Preparing operational budgets

Ability to:

• Learn the concepts, principles and practices of assigned functional area

• Plan, assign, monitor, review, evaluate and supervise the work of others

• Coach and mentor others

• Identify training needs and develop subordinates

• Balance conflicting resource and priority demands

• Partner with other functional areas to accomplish objectives

• Facilitate meetings, ensuring that all viewpoints, ideas and problems are addressed

• Incorporate needs, wants and goals from dif