Financial Planning Software Support Analyst I

Summary Job Description 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