Solutions Specialist, Service

This job posting is anticipated to remain open for 30 days, from 08-Oct-2026. The posting may close early due to the volume of applicants.

The Solutions Specialist serves as a key escalation and problem-resolution expert, supporting Financial Advisors, clients, and internal stakeholders by addressing complex service-related issues within Financial Planning and Core Wealth. This role leverages deep subject matter expertise, critical thinking, and collaboration skills to resolve challenging situations, improve service delivery, and enhance the overall client experience. As a trusted resource, the Solutions Specialist partners across teams to identify root causes, recommend process improvements, and ensure timely, effective resolutions while contributing to continuous operational excellence.

What You'll Do:

• Serve as the primary escalation point for complex service issues, providing expert guidance and resolution support to Financial Advisors, practice teams, clients, and internal associates.
• Investigate and resolve challenging client and operational issues by identifying root causes, evaluating potential solutions, and coordinating with key stakeholders.
• Collaborate across departments to address service concerns, mitigate risks, and deliver timely, high-quality outcomes.
• Analyze service trends and escalation data to identify opportunities for process improvements and enhanced client experiences.
• Act as a subject matter expert in Financial Planning and Core Wealth topics, providing consultation and support to associates and business partners.
• Communicate complex issues and recommended solutions clearly and effectively to leaders, stakeholders, and impacted parties.
• Support continuous improvement initiatives aimed at reducing escalations, increasing operational efficiency, and strengthening service delivery.
• Partner with knowledge management teams to identify information gaps, improve documentation, and enhance the accuracy of support resources.
• Stay current on products, processes, policies, and industry developments through ongoing training and professional development.
• Provide additional support during high-volume periods and contribute to special projects and business initiatives as needed.

Current Internal home-based associates please note: Even as a campus-based posted role you are eligible to apply and, if selected, you may retain your home-based status. However future business or regulatory needs may require on-site work and some roles may carry a preference for campus-based presence

Required

• 2+ years of customer service experience, including case management within Salesforce Service Cloud.
• Strong knowledge of Financial Planning and Core Wealth (FPCW) topics.
• Proven problem-solving, critical thinking, and client service skills.
• Ability to manage complex escalations, prioritize multiple tasks, and work effectively in a fast-paced environment.
• Strong communication, collaboration, and relationship-building capabilities.

Preferred

• Experience with escalation management and case resolution.
• Experience supporting Unified Managed Accounts (UMA).
• Bachelor's degree.

Candidates that live within a commutable distance from our Tempe, AZ and St. Louis, MO home office locations are expected to work in the office four days per week

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.

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts: health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program. For more information on the Benefits available to Edward Jones associates, please visit our benefits page.