Senior PCB Client Support Specialist - RJ Bank

Job Description Summary Advise clients about a range of financial products (including savings products, insurance products, consumer credits, and mortgages) that are suitable for the clients' needs or circumstances. Have direct contact with customers. This deals with both Raymond James Bank Loan & Deposit Products.

Client support role focused on new business or consumer credit loans and on supporting clients through all stages of the transition loan lifecycle. The position handles more complex client conversations, resolves escalated issues, collaborates across Operations, Sales, Underwriting, mortgage loan officers, loan servicing officers, and underwriters, and requires NMLS registration.

Job Description

Responsibilities:

Provide operational support by performing a range of routine activities using existing systems and protocols.

Prepare moderately complex documents using a variety of applications for technology devices, such as standard office software. Also responsible for gathering and summarizing data for reports.

Builds trusted relationships with clients and key stakeholders through consultative engagement.

Leads complex client conversations, manages challenging situations, and resolves escalated issues effectively.

Ensures consistent execution of policies, procedures, and operational standards.

Maintains expertise in customer management systems, workflow tools, and transaction platforms.

Collaborates effectively across business units, including Operations, Sales & Underwriting

Review, evaluate, and approve financial transactions in accordance with organizational policies, regulatory requirements, and delegated authority.

Exercise sound judgment to identify, assess, and escalate complex or high-risk transactions when appropriate.

Skills:

Communicates clearly and effectively to express ideas, request actions, and support planning and decision-making.

Builds trust and develops strong relationships with customers and key stakeholders through positive, value-driven interactions.

Delivers exceptional customer service by ensuring customers feel understood, appreciated, and confident in the organization's support.

Effectively manages service conversations using a structured approach (open, learn, respond, and close).

Navigates difficult customer conversations with professionalism, empathy, and a focus on resolution.

Develops and executes action plans based on business requirements and recommendations.

Interprets, applies, and monitors policies and procedures to ensure alignment with organizational objectives.

Effectively utilizes customer relationship management (CRM) and other customer management systems to support business activities.

Assesses transaction risk by reviewing customer requests, supporting documentation, and applicable policies to ensure compliant, accurate, and appropriate approval decisions.

Supports business processes with minimal supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.

Licenses Required:

NMLS Registration Required

Education

Bachelor’s: Business Administration, Bachelor’s: Finance

Work Experience

General Experience - 7 to 12 months

Certifications

National Mortgage License (Any State) - Various State Agencies

Travel Less than 25%

Workstyle Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave. Eligibility for benefits and specific offerings may vary based on position and employment status. To details of the benefits offered, visit Myrjbenefits.com.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. We expect 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

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