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Branch Escalation Manager

Location: Corder
Posted on: November 23, 2022

Job Description:

At Edward Jones, we help clients achieve their serious, long-term financial goals by understanding their needs and implementing tailored solutions. To ensure a personal client experience, we have located our 15,000+ branch offices where our more than 7 million clients live and work.

In a typical branch office, a financial advisor meets with clients and receives branch office support, so they can focus on building deep relationships with clients. Headquarters associates in St. Louis, Tempe and Mississauga provide support and expertise to help U.S. and Canada branch teams deliver an ideal client experience. We continue to grow to meet the needs of long-term individual investors.Team Overview:
The Tech Branch Support Services team focuses on establishing and maintaining an escalation process for the Branch Teams and Executive Administrative Groups throughout the firm. Our intent is to simplify the experience for the Branch and Forum Members by consolidating escalation awareness and resolution.

What You'll Do:
As a Branch Escalation Manager, you will be an advocate for the Branch Teams and thus be responsible to:

Lead Branch & Forum Member escalations from Inception through to ResolutionAct as advocate for the FA and Branch Team when they need extra help and expertise from the Home OfficeProvide one, single contact they can rely on for updates and resolutionBuild Strong Rapport with Branch Team, to build trust and recognition as reliable escalation contactAct as a Sounding board for general questions/concerns about a technical topicConnect with Key Stakeholder groups to build network of skills and experience that will aid in Escalation Resolution- across all major divisions [Technology, Digital, Service, Operations, Branch Development]Provide technology monitoring and escalation coordination for Firm events with significant field impact [I.e. Recognition Conferences; Zoom/webinar sessions; Campus-based events]Collect, analyze and Summarize data supportive to resolving existing Branch Team issues and predicting potential future incidentsProvide expertise to Tech teams in best methods to gather and monitor Branch activity supportive of Tech analysis and troubleshooting [i.e. Branch Team Zoom monitoring; Tool usage and navigation]Build familiarity with Tech monitoring tools to support data collection and analysis [i.e. Branch Health; Nexthink; Splunk; Grafana]What Experience You Need:
Bachelor's degree required3+ years of experience within the Financial Services industry2+ years' experience in a Field-facing guidance/coaching/support role [direct or indirect]What could Set you Apart:
  • 2+ years of experience in Technology role
  • Branch Systems/Workflow experience
  • Communicates with Impact to Branches/Areas/Regions and HQ Leaders/Stakeholders at all levels
  • Experience in case management
  • Computing device troubleshooting
  • Network/Connectivity background
    • 100 Best Workplaces for Millennials in 2022, published Fortune July 2022, Great Places to Work - data as of March 2022. Compensation provided for using, not obtaining, the rating.
      • Edward Jones was recognized as one of the Best Workplaces for Millennials by Great Places to Work - and Fortune - magazine. The privately held firm ranked No. 2 overall, in its fourth appearance on the list.2022 Fortune Best Workplaces for Women, published September 2022, research by Great Places to Work -, data as of August 2021. Compensation provided for using, not obtaining, the rating.
        Edward Jones has been named to the 2022 Best Workplaces for Women list by Great Places to Work - and Fortune - magazine, ranking No. 45.2022 Fortune's 100 Best Companies to Work For, published April 2022, research by Great Place to Work -, data as of August 2021. Compensation provided for using, not obtaining, the rating.
        For the 23rd time, Edward Jones has earned a spot on the Fortune 100 Best Companies to Work For - ranking by Great Places to Work - and Fortune - magazine. Edward Jones ranked No. 35 on the prestigious 2022 list.2022 Best Places to Work For LGBTQ+ Equality, Great Place to Work - in partnership with Human Rights Campaign Foundation, published Equity Magazine January 2022, data as of July 2021. Compensation provided for using, not obtaining, the rating.
        Edward Jones scored 100 percent on the Human Rights Campaign Foundation's 2022 Corporate Equality Index (CEI) the nation's foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality. The ranking designated Jones as one of the best places to work for LGBTQ+Equality.Edward Jones does not discriminate on the basis of race, color, gender, religion, national origin, age, disability, sexual orientation, pregnancy, veteran status, genetic information or any other basis prohibited by applicable law.At Edward Jones, we value and respect our associates and their contributions, and we recognize individual efforts through a rewards program that promotes a long-term career, financial security and well-being. to learn more about our total compensation approach, which in addition to base salary, typically includes benefits, bonuses and profit sharing. The salary range for this role is based on national data and actual pay is based on skills, experience, education, and other relevant factors for a potential new associate:
        Salary: $76798 - $130764
        Category: Headquarters

Keywords: EDWARD JONES, Independence , Branch Escalation Manager, Executive , Corder, Missouri

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