Tim Killgoar joined Raymond James Financial two years ago as one of two assistants to Tom James, the former president and chief executive officer who just dialed back his executive responsibilities after 40 years at the helm of the company.

The assistants, hired straight out of business school as James' protégés, functioned as strategic analysts, learning everything they could about how Raymond James operates, all in an effort to improve client services.

The company famously positions itself as a customer-friendly financial services firm. Now, Killgoar will take on the task of improving client service full-time, after the company announced Wednesday that it appointed him as its director of client experience.

“From my perspective, it was a great education on the core values of the firm,” Killgoar said in a phone interview. “James is such an experienced and knowledgeable guy. You can learn so much in those two years. It really benefits you.”

In his new role, Killgoar will focus on several strategic initiatives aimed at improving money management processes for its retail investor clients, and the financial advisors that they work with.

There are advanced services in the works for Raymond James advisors, whether they work as employees in the Raymond James & Associates unit and its growing private client group, or the independent contractor channel, Raymond James Financial Services. Advisors will be able to post certain documents, like financial plans or investment policies, on a secure intranet platform shared with clients.

Retail investors will benefit, too. Killgoar’s group will aim to simplify the navigation process at its investor Web site, so users can easily get investment portfolio updates, statements, trade confirmations and cost basis information, he said. Killgoar says the goal is to provide a cohesive way for every Raymond James advisor to communicate with their clients.

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

Register or login for access to this item and much more

All Financial Planning content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access