Financial Planning Software Support Analyst I

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 Requirements*
* + Any equivalent combination of experience, education, and/or training.

** Licenses/Certifications*
* + Obtain the Wealth Management Specialist (WMS) designation within 9 months of the first day of employment.