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Financial Planning > Behavioral Finance

Raymond James Aims to Boost Client-HQ Relations

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Raymond James Financial has named Tim Killgoar director of client experience as part of its efforts to improve communications between investors and the home office of the St. Petersburg, Fla.-based broker dealer, which has more than 5,300 financial advisors.

For the past two years, Killgoar worked on a variety of strategic projects for the company and assisted Chairman Tom James. Before joining Raymond James, Killgoar was employed by Bank of America in Charlotte, North Carolina, and Andersen LLP in its national financial-services practice, which is based in Charlotte.

“Raymond James has always been known for its ‘client first’ values,” said COO Chet Helck in a statement. “As we grow our Private Client Group – by retaining, developing and attracting professional financial advisors and businesses – continually enhancing the client experience is critical.”

“The company’s ‘clients first’ focus has been in place for 40 years and this is the next evolution of it,” said Killgoar in a phone interview. “I will work on complementing what advisors do on a day-to-day basis and supporting their relationships with clients. They have the primary relationship with investors, and at the home office, we have a lot of interaction, too.”

His chief objective is to make relationships between individual investors and the head office more “cohesive and communicative” online, through the phone and by mail, and work on ways “to provide better service through these interactions,” Killgoar explained.

As Raymond James gets feedback on its products and services, Killgoar will aggregate that information and then work to incorporate it into the company’s technology, products and services, he says.

In his work for Anderson, Killgoar says he did some consulting with BofA investment services, including its registered bank branch staff. “Generally, I’ve been around financial services and have always loved it and been interested in the broker-dealer business,” Killgoar said.

Some projects Killgoar will focus on for Raymond James include “process refinement, channel integration, marketing research, and other factors that help to influence the satisfaction, loyalty and experience of retail clients,” the company said in a press release. He will report to Michael White, head of marketing.

“Tim has a rare mix of industry experience, institutional knowledge and shared values with the firm,” Helck added in a statement. “He’s the ideal leader for this important role.”

Killgoar received his bachelor’s degree in economics at Princeton University and his MBA at the University of Texas.

“We’re positioned really well going forward,” said Killgoar. “This is another piece of the overall strategy, and I’m really looking forward to the challenge.”

In addition to Chairman Tom James, Raymond James is led by CEO Tom Reilly. Its client assets total $231 billion, of which $30 billion are managed by the firm’s asset management subsidiaries.


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