Advisor Services Service Specialist

Responsibilities

• Provide fast and accurate phone-based support to inbound inquiries and requests
• Provide guidance on required paperwork across multiple Custodians and assistance with completing it accurately
• Maintain full ownership of all calls including any additional research and follow-up required
• Ability to de-escalate calls and provide confidence instilling resolutions
• Collaborate with a variety of internal teams to deliver reliable answers and oversight to client requests
• Partner with Sales Consultants to ensure advisors are satisfied and empowered to make the most of our platform
• Serve advisors in a way that generates loyal, growing advisors who promote the AssetMark platform to their colleagues
• Takes accountability on all interactions with internal and external customers
• Reports any poor customer experience and works to ensure fast, fair resolutions that restore trust and confidence and keeps the advisor informed about ongoing progress
• Effectively contains service issues within the service organization.
• Reports on feedback on desired platform improvements
• Helps manage firm risk by setting appropriate expectations and giving clear guidance
• Knowledge, Skills, Abilities:
• Ability to thrive in a fast-paced environment
• Strong navigation skills and the ability to navigate multiple systems at once
• Effective organization skills to ensure all cases and follow-ups are completed
• Self-sufficient with a strong sense of ownership; ability to research and find resolutions with minimal assistance
• Strong service mindset, desire to help others, and strong affiliation to our Mission of helping advisors make a difference in their client's lives.
• Strong oral and written communication to ensure professional interactions, clear and confident engagement, and positive interaction style
• Participate in selected departmental process improvement initiatives and duties as assigned
• Supports and adheres to departmental standards for call management
• Knowledge or aptitude to learn Investment/Financial Services industry
• Ability to understand complex business problems by utilizing probing and critical thinking skills
• High integrity and fast learner
• Education & Experience:
• Minimum of 1-year customer service experience
• Experience in Banking, Wealth Management or Financial Services, preferred
• Compensation: The annual amount for this position is between $55,000-$65,000.
• Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.
• #LI-hybrid
• #LI-TE1
• Who We Are & What We Offer:
• Our Mission
• Our mission is simple: to help our 10,500+ financial advisors make a meaningful difference in their clients'

Benefits

Additional Information

Job Description: AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial advisors. We provide investment, relationship, and practice management solutions that advisors use in helping clients achieve wealth, independence, and purpose. The Job/What You'll Do: The Advisor Services Service Specialist provides fast and reliable guidance to Financial Advisors and their Service Staff as they utilize the AssetMark platform to serve their clients' investment and financial planning needs. The Service Specialist will often be presented with complex scenarios that they must be able to resolve through available knowledge resources, additional research or queries to other internal teams. A successful Service Specialist will be customer service oriented and client-focused in delivering the best client experience possible. After training, a Service Specialist has the opportunity to quickly promote into a Relationship Manager role where they manage a dedicated set of Financial Advisor relationships that often represents $1B or more of Assets Under Management. Other successive roles lead to areas like an eService Specialist, who assist Advisors via email or Chat, or a Relationship Manager role that specializes in working with newer, growing financial advisors. Other career paths include leadership, training or analytics. We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Phoenix, AZ office.

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