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Service

Location: St. Louis and Tempe
Most common position: Service Specialist

Division Description
The mantra of our Service Division is “fast information, friendly support and reliable solutions,” often at a moment’s notice. Our Service associates serve as a standing resource and are available via a toll-free number to assist our branch offices and clients with their queries, and to provide branch personnel with individual training and help them resolve any client-related issues.

Here, you’ll play a critical part in day-to-day firm and client operations. You’ll put your exceptional interpersonal, organizational and multitasking talents to work delivering excellent procedural, technical, regulatory and product service assistance. For as long as we’ve done business, Edward Jones has built its reputation on the level of service we provide, and this division continues to play an integral role.

Departments

Online Account Access
Branch Accounting Service
Cash Service – Cash Receipts & Money Market
Client Service Excellence
Switchboard
Client Statement and Internal Service Support
Equity Sales Service
Financial Assessment Service
Mutual Funds Account Service
Offices in Transition
Order Services
Sales Tools Support
Service Technology 

Advisory Service
Canada Service
Cash Services – DISB/SWPS
Client Relations
Accounts & Transfers Service
BOA Programs – in Branch Associate Training & Development
Estates Service
Managed Account Service
Mutual Funds Sales Service
Operations and Service Training
Service Division Analysis
Security Processing Service

 

Online Account Access    
Online Account Access department associates answer incoming phone calls and wires from Edward Jones clients and branch offices relating to our Online Account Access system including questions about technical issues (passwords, internet servers, software) and financial issues; deliver excellent service by providing clients and branch offices with information, friendly support and reliable solutions; and educate and explain financial/investment and technical procedures and general information to clients and branch offices.

Key qualifications include:

  • Basic computer hardware and software knowledge
  • Strong problem-solving skills
  • Excellent verbal and written communication skills
  • Confident knowledge of the internet
  • Strong service background

Areas within this department include:

  • Branch Support
  • Client Support

Edward Jones Advisory Solutions             
Associates in this department interpret and respond to operational, technical, sales and marketing requests from our Financial Advisors via phones and wires on the topic of Advisory Solutions (predetermined or individually selected mutual funds and exchange traded funds ETFs).

Key qualifications include:

  • Series 7 and 66 licenses required within nine months of hire
  • Strong problem-solving/analytical skills
  • Customer service skills essential

Branch Accounting Service         
This department responds to incoming requests related to branch expenses and Financial Advisor compensation. These requests cover a wide variety of topics, including explaining and troubleshooting commissions, profitability, bonus, payroll and expenses.

Key qualifications include:

  • Strong problem-solving/analytical skills
  • Customer service skills essential

Areas within this department include:

  • Transition Services
  • Branch Transition Leaders
  • Transitional Representatives
  • PASS Program

Canada Service    
This department provides support to our Canadian branch offices. Specific responsibilities include: providing training and support to all Branch Office Administrators; responding to service requests, wires and calls from branch associates; providing support to clients and branch associates during branch transitions; responding to calls from clients; developing and maintaining JonesLink and JonesNet content; and providing orientation and ongoing training to operations and service associates.

Key qualifications include:

  • Knowledge of branch systems, branch procedures, policies and procedures a plus
  • Some team members require securities and insurance licenses
  • Understanding of financial products and services
  • Customer service skills
  • Coaching skills

Areas within this department onclude:

  • Branch Associate Training and Development/Operations and Service Training
  • Client Support (OIT, Client Relations and Order Service)
  • JonesLink Service
  • Branch Service
  • Service Technology

Cash Service – Cash Receipts and Money Market         
This department responds to branch requests via phone calls and written requests for information and research regarding deposits into accounts, checkwriting, insufficient funds processing, debit cards and credit cards.

Key qualifications include:

  • Excellent verbal and written communication skills
  • Strong problem-solving/analytical skills
  • Excellent customer service skills essential
  • Must be able to work in a fast-paced, team-oriented environment and quickly learn and apply new information
  • Strong computer skills required, including effective use of Microsoft Office applications and Internet Explorer

Positions within this department onclude:

  • Service Specialists I, II and Senior
  • Technical Specialist

Cash Services – DISB/SWPS         
Associates in this department respond to branch office staff phone and written requests for assistance in completing clients’ requests for money movement via various cash systems. Other duties include analyzing all money movement requests in an effort to help ensure the firm and client are protected from fraud and determining appropriate actions when faced with requests that are “exceptional in nature.”

Key qualifications include:

  • Strong problem-solving/analytical skills
  • Customer service skills essential
  • Critical thinking abilities in a fast-paced environment
  • Series 7 and 66 recommended for some positions

Areas within this department include:

  • ACH
  • EFT
  • Systematic money movement
  • Wire funds/check requests

Client Service Excellence         
The overall goal of this department is to align all areas of the firm to maximize client loyalty. Major responsibilities include: managing and administering our Client Survey, communicating the results, and ensuring quality measures of the survey; educating and coaching branches about increasing client loyalty; managing and administering the Headquarters survey; identifying trends and coaching departments on how to increase effectiveness; focusing on client interactions that have the ability to enhance or detract from their satisfaction with Edward Jones; and increasing the understanding of the firm’s culture as a way to enhance the client experience.

Key qualifications include:

  • Strong problem-solving/analytical skills
  • Exceptional interpersonal and communication abilities
  • Superior coaching and mentoring skills

Client Relations         
Associates in this department respond to client queries on a on a variety of topics, including account activity, statements, prospectuses, trade confirmations, privacy and fraud. They also support client contacts related to various firm initiatives and regulatory mailings; discuss various investment products, market conditions, and general firm or industry information directly with our clients; and provide quotes and process transactions for clients as requested.

Key qualifications include:

  • Series 7 and 63 are required
  • Problem-solving skills/attention to detail
  • Excellent verbal and written communication skills
  • Previous experience in securities industry
  • Awareness and ability to discuss current market conditions, industry trends and financial topics in the headlines
  • Basic understanding of economics, interest rates, the stock market and financial services products

Switchboard          
Switchboard associates answer, screen and transfer incoming calls for our St. Louis and Tempe headquarters; answer and take messages for associates who forward their calls to the message center; and page associates who are away from their desk or announce pertinent information over campus intercom.

Key qualifications include:

  • Excellent customer service skills required
  • Ability to handle a high volume of calls on a daily basis

Accounts and Transfers Service              
This department responds to branch requests for assistance with opening and maintaining accounts and transferring accounts between firms, branches and accounts; documents and analyzes contacts in an effort to improve branch efficiency and reduce service contacts; and works in partnership with the Operations Division on communications, system rollouts and new processes as an advocate for the branch.

Key qualifications include:

  • Customer service skills essential
  • Strong problem-solving/analytical skills
  • Ability to deal with complex and changing processes
  • Excellent verbal and written communication skills

Areas within this department include:

  • Phone requests
  • Service requests

Client Statement and Internal Service Support         
Responsibilities of the this department include: responding to branch requests for assistance with all aspect of client statements, branch scanner and the UPS process; supporting other areas of the firm during absences, high volumes, hotlines or special projects on a scheduled and ad hoc basis; and working in partnership with the Operations Division on communications, system rollouts and new processes as an advocate for the branch.

Key qualifications include:

  • Ability to learn quickly and apply information across multiple scenarios
  • Comfort taking on new topics with minimal training
  • Customer service skills essential
  • Strong problem-solving/analytical skills
  • Ability to deal with complex and changing processes
  • Excellent verbal and written communication skills

Areas within this department include:

  • Directory Assistance
  • Statements, Scanner and UPS Service
  • Service Support

BOA Programs – in Branch Associate Training and Development    
As an Associate in this department, you could develop and execute Branch Office Assistant (BOA) programs, including the BOA Regional Meetings, Senior BOA Workshops and the BOA Managing Partners Conference; represent the BOA role during project meetings regarding system enhancements and changes; or lead the Training, Marketing and Communication (TMC) planning process and implementation.

Key qualifications include:

  • Strong project management abilities
  • Solid presentation/verbal and written communication skills
  • Web authoring experience
  • Training needs analysis and design familiarity
  • Market research methodologies knowledge

Areas within this department include:

  • BOA communications
  • SDLC – Systems Development Life Cycle Projects
  • BOA training events
  • BOA roles and responsibilities
  • Financial Advisor training liaison

Equity Sales Service         
This department responds to branch requests for information and research regarding equities, stock trades, preferred stock, closed-end funds, exchange traded funds, the market and the economy. Other responsibilities include providing guidance on securities not formally followed by a research analyst, and guidance on voluntary offers as well as preparing a wide variety of reports, including market updates and radio reports, which branch offices communicate on their local radio stations.

Key qualifications include:

  • Series 7 and 66 licenses required within nine months of hire
  • Strong problem-solving/analytical skills
  • Customer service skills essential

Areas within this department include:

  • Trades
  • Research
  • Product Guidance (AAMS designation required)
  • International Support

Estates Service    
Estates Service assists branches with their questions regarding: decedent processing on firm name accounts; paperwork required to process accounts on which an owner is deceased; handling of physical certificates registered to a deceased owner; transfer on death agreements; processing a death redemption feature for securities held in firm name; and restrictions due to a deceased owner.

Key qualifications include:

  • Strong problem-solving/analytical skills
  • Excellent verbal and written communication skills
  • Strong computer skills
  • Solutions-based customer service skills essential

Financial Assessment Service         
The overall functions of this department are interpreting and responding to technical, sales and marketing requests from branch associates on the topic of client financial assessment, and providing our clients and branches easy access to information, friendly support and reliable solutions regarding the same.

Key qualifications include:

  • Familiarity with or ability to develop an understanding of basic and intermediate financial planning concepts
  • Series 7 and 66 licenses required within nine months of hire
  • Strong problem-solving/analytical skills
  • Customer service skills essential
  • Life and health insurance licenses preferred
  • AAMS designation or equivalent preferred

Areas within this department include:

  • Financial Assessment Service – U.S.
  • Financial Assessment Service – Canada

Managed Account Service         
Associates in this department interpret and respond to operational, technical, sales and marketing requests from branch associates via phones and wires on the topic of our Managed Account Program (MAP), which combines the convenient, personal service offered by Edward Jones Financial Advisors with the benefits of independent professional money management.

Key qualifications include:

  • Series 7 and 66 licenses required within nine months of hire
  • Strong problem-solving/analytical skills
  • Customer service skills essential

Mutual Funds Account Service               
This department provides support and service to U.S. branch offices regarding operational issues on mutual fund topics, including breakpoints (LOI and ROA), trades, exchanges and corrections, and linking and transfers, as well as partners with Operations and various mutual fund companies on detailed research requests.

Key qualifications include:

  • Excellent verbal and written communication skills
  • Strong problem-solving skills
  • Ability to make appropriate and timely decisions
  • Ability to understand and identify risk

Areas within this department include:

  • Phone contacts
  • Written contacts
  • Trade hotline

Mutual Funds Sales Service    
Responsibilities of this department include providing sales support and guidance to U.S branch offices on the mutual fund topic and supporting the Morningstar Hypo system.

Key qualifications include:

  • Excellent ability to analyze and communicate technical information
  • In-depth knowledge of the mutual fund industry and global market trends
  • Series 7 and 66 within nine months of hire
  • CMFC designation for Senior Service Representatives

Offices in Transition    
This department provides Transitional Representatives who support those clients without a Financial Advisor from their former Financial Advisor’s branch location. Other responsibilities include providing customer support functions for clients without a Financial Advisor from our headquarters; supporting and providing leadership for BOAs who are in transition or have a Financial Advisor on leave; and delivering initial training to Transfer Financial Advisors who qualify for accelerated training.

Key qualifications include:

  • Series 7 and 66 licenses required for Transitional Representatives and Transition Services Specialists
  • Strong problem-solving/analytical skills
  • Customer service skills essential
  • Strong financial product knowledge
  • Prior branch experience requiredPrior BOA experience preferred for the BOA Support Team
  • Transitional reps need to be able and willing to travel full time

Areas within this department include:

  • Branch Transitional Leader Team – BOA support
  • Transitional Rep Teams – Client support onsite
  • Branch Accounting Service
  • PASS Program
  • Transition Services

Operations and Service Training         
Associates in this department train new Operations and Service division associates by creating a blended learning experience.

Key qualifications include:

  • Public speaking and facilitation skills
  • Ability to simplify and explain complicated systems
  • Technical writing ability
  • Instructional design experience
  • Knowledge of adult learning principles

Areas within this department include:

  • Design
  • Delivery Trainers
  • Topical Trainers

Order Services              
Order Services associates assist clients who need to place unsolicited trades in the temporary absence of their Financial Advisor, and place override trades that are blocked because a client’s Financial Advisor is not licensed in the client’s state of residence.

Key qualifications include:

  • Series 7 and 63 are required
  • Problem-solving skills/attention to detail
  • Excellent verbal and written communication skills
  • Previous experience in securities industry
  • Awareness and ability to discuss current market conditions, industry trends and financial topics in the headlines
  • Basic understanding of economics, interest rates, the stock market and financial services products

Service Division Analysis         
The overall goals of this department are to utilize contact and other divisional data in order to make timely recommendations to leadership to improve the performance and contribution of the Service Division; leverage the Service Division’s value by providing usable information and analysis to headquarters and branches to derive greater and more tangible results for the firm; and partner with leaders within the division to align efforts and planning processes and leverage knowledge and information.

Key qualifications include:

  • Strong analytical skills
  • Solid written and verbal communication skills
  • Superior organization and time management skills

Areas within this department include:

  • Divisional Reporting
  • BOA Measures
  • Contact Analysis

Sales Tools Support         
This department answers branch inquiries about the general functions and effective uses of various financial tools and contact management tools. Sales Tools Support also counsels Financial Advisors and their assistants on the various financial reports and data available for use with their clients, managing information related to the costs of securities within our accounts, and managing the process of contacting clients and prospective clients.

Key qualifications include:

  • Basic understanding of products offered by Edward Jones
  • Basic math skills and the ability to apply percentages
  • Excellent verbal and written communication skills

Areas within this department include:

  • Portfolio Team
  • Cost Basis Team
  • Contact Management Team

Security Processing Service         
Security Processing Services supports our U.S. branch offices by answering operational questions regarding:

  • Certificate processing for non-estate items such as SECLOG, change of registration, good delivery, lost certificates, issuing certificates and controlled or restricted stock
  • Account restrictions, such as court orders, levies and garnishments
  • Tender offers, list offers, conversions, oddlot offers, spinoffs and splits
  • Processing questions on stock options, warrants and rights
  • Payment information related to securities (excluding mutual funds), such as calculating payments, dividend claims, return of principal, reinvestment, payouts and alternate payees
  • Proxies, annual report information, bankruptcies and class actions

Key qualifications include:

  • Problem solving/analytical skills
  • Excellent verbal and written communication skills
  • Strong customer service skills
  • Ability to understand and identify risk
  • Desire to work in a dynamic team environment

Service Technology         
This department utilizes knowledge of Service and Operations Divisions responsibilities and procedures as well as fundamental contact center workflow to support the implementation of new technology, and assists in coordinating branch rollouts, bundle release management and support of the Service Stakeholder role.

Key qualifications include:

  • Prior experience in systems development, defining requirements, project management and testing
  • Strong leadership and problem-solving skills essential
  • Excellent written and verbal communication skills a must
  • Knowledge of Hyperion, Service Center, Telephony and Microsoft tools

Technology supported within this department includes:

  • Service Center/Service Request
  • Hyperion
  • Menu Bar
  • Outlook
  • Various Telephony systems
 

Search Edward Jones Career Openings

Team Leader - Accounts & Transfers Service, Yasue Kanai, Headquarters Careers

Yasue Kanai


Team Leader – Accounts & Transfers Service


St. Louis, MO


“I can honestly say that if I ever need help or have a question, I can comfortably turn to a group of people who I know are more than willing to help. That’s Edward Jones.”


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