Client Engagement Specialist, RIA & Custody Services

Job Description Summary

Job Description

The Client Engagement Specialist supports the development, execution, and reporting of communication strategies for the RIA & Custody Services division (RCS). Serving as a key liaison across cross‑functional teams, the role ensures advisors receive clear, accurate, and timely information that strengthens their experience and supports business objectives. The Specialist transforms complex technical and operational details into accessible messaging, leverages data and advisor insights to guide communication planning, and drives consistent, client‑focused execution across channels. Through strong collaboration and disciplined workflow management, the role enhances frontline enablement and contributes to the effectiveness of division and firmwide initiatives.

Essential Duties and Responsibilities

• Develop, execute, and continuously refine communication strategies that enhance advisor awareness and engagement across RCS.

• Serve as the communication subject matter expert, providing strategic guidance aligned with business objectives, regulatory expectations, and client needs.

• Build and manage an annual communications roadmap and maintain a structured communication calendar to support proactive outreach and internal enablement.

• Create and manage standardized communication templates, processes, and governance guidelines to ensure quality, consistency, and compliance.

• Ensure clear, client‑focused messaging across channels—including email, digital content, operational notices, change‑related updates, and educational materials.

• Translate complex technical, operational, and regulatory information into accessible, client‑friendly language that is applicable to RCS.

• Curate recurring communication deliverables, such as an executive newsletter and regular stakeholder updates.

• Coordinate review, approval, and compliance documentation processes to ensure timely and accurate delivery.

• Partner with business units (Infrastructure, Enablement, Service, Sales, Risk) and internal subject matter experts to align communications with platform enhancements, system updates, workflow changes, and readiness efforts.

• Participate in cross‑departmental workstreams, project meetings, and readiness reviews—representing the voice of the RCS client.

• Ensure internal teams are equipped with accurate and timely information to support advisor discussions and frontline enablement initiatives.

• Gather insights from internal data sources, advisor sentiment channels, service interactions, and escalation trends to inform and refine communication strategies.

• Build and maintain targeted communication segments based on advisor behaviors, needs, and roles.

• Maintain communication workflows, calendars, and operational systems that support scalability and efficient execution.

• Develop internal resources and tools that support frontline enablement and executive reporting.

• Drive continuous improvement initiatives that streamline communication processes, strengthen quality controls, and enhance the overall advisor experience.

Knowledge, Skills, and Abilities

Knowledge

• Company’s working structure, policies, mission, and strategies.

• Background in custody services, technology, finance, or operations-heavy environment.

• Basic understanding of the RIA, custody, or clearing services landscape.

Skills

• Excellent written communication skills with the ability to simplify complex or technical concepts for professional audiences, with focus on clarity, tone, and audience relevance.

• Experience supporting change management or operational readiness communications.

• Experience with CRM systems and communication platforms (e.g. Salesforce, Eloqua).

• Strong proficiency in Excel and comfort working with internal data systems, dashboards, and reporting tools.

• Implementing standards for processes and procedures for efficient and timely work flow.

Abilities

• Organize, prioritize, manage, and track multiple details, tasks, and assignments in a fast-paced work environment.

• Collaborative mindset and comfort working across departments to accomplish and support business objectives and needs.

• Gather information, identify linkages and trends, and proactively apply findings to effectuate communication strategy and ensure a positive client experience.

• Build relationships working cross‑functionally across business units.

• Work independently as well as collaboratively within a team environment.

Education/Previous Experience

• Bachelor’s Degree in Communications, Marketing, Business, Finance, or a related field.

• Three (3) to five (5) years of experience in communication strategy, financial services operations or similar roles.

• OR ~

• Any equivalent combination of experience, education, and/or training as approved by Human Resources.

Licenses/Certifications

• SIE & Series 7 not required but preferred

Education

Work Experience

Certifications

Travel

Workstyle

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

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.  When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.