Financial Planning Software Support Analyst

Under limited supervision uses specialized, knowledge and skills obtained through experience, specialized training or certification to serve as a resource to Financial Advisors (FAs). Provide a high level of support and training for the firm's financial planning applications. Participate in projects of moderate scope and complexity that require cross functional coordination. Serve as a resource to Financial Advisors (FAs) and their assistants regarding overall Financial planning strategies. Some of the strategies may include but not limited to Social Security, Tax Planning, 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.

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, researches various options, and provides retirement planning alternatives utilizing third party software tools.

May respond to FA questions by telephone, email and occasional personal visits.

May create presentations and instruct in various training programs attended by FAs.

Performs other duties and responsibilities as assigned.

Develops and leads the education and training for the end user.

Provides training around key Goal Planning & Monitoring functionality, such as basic use through advanced Goal Planning & Monitoring plans. Training is scheduled around subject matters as pertinent to the time frame. This will be accomplished through several types of training : over the phone, via remote access of advisors computer and webinars

Takes ownership of and independently handles the resolution of escalated issues and complex problems; performs analysis on escalated issues and reengineer procedures to prevent reoccurrence.

Install, 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, such as Morningstar and Hidden Levers.

Contributes feedback to overall improvement of the Goal Planning & Monitoring application, as well as Client Reporting and assists in implementing corrective actions and solutions as necessary.

Clearly and professionally communicate technical information to others.

Monitor the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits.

Provide detailed documentation on all calls in the call tracking system (AECRM).

Document product problems and their resolutions in a solutions database for future analyst reference.

Stay abreast of, and comply with, company and department policies and procedures.

Effectively communicate to clients, peers, and management any system issues that affect the quality or reliability of supported systems.

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

Financial planning concepts including social security, tax planning, risk tolerance, and retirement planning.

Securities products including equities, fixed income, annuities, and options.

Various investment and retirement accounts.

Proprietary broker and financial planning applications.

Skill in

Operating personal computers 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 sufficient to prioritize multiple tasks while working in a fast-paced dynamically changing environment.

Microsoft Office applications sufficient to produce documents, spreadsheets and email.

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

Establish and maintain effective working relationships.

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 in a non-technical manner.

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, with all organizational levels.

Manage multiple tasks with changing priorities to meet deadlines in a fast paced environment with constant interruptions.

Read, interpret and apply information from technical manuals and other materials.

Exhibit initiative and self-direction when performing tasks.

Provide a high level of customer service at all times.

Educational / Previous Experience Requirements

• Bachelor's degree preferred; relevant experience accepted