AssetMark is an industry-leading business to business wealth management provider specializing in empowering Advisor growth through technology and exceptional service. The Account Operations Coordinator is responsible for handling client-directed requests on existing AssetMark accounts, ensuring timely and accurate communication with Advisors to resolve outstanding items.
Responsibilities
- Ability to satisfy advisors with timely, complete, knowledgeable and responsive communications regarding requests that are not in good order (NIGO) through written and verbal communication
- Partner closely with Team, Service and Leaders to ensure client requests are handled with care and accuracy
- Adapt and be flexible based on the needs in the business and within the team
- Provide a consultative, thorough approach to Advisors regarding resolution on outstanding items and proactively educating Advisors on anything that may help their new business experience improve in the future
- Communicate with confidence and articulate complex materials in a simple, professional, and effective manner
- Engage in a fast-paced training program reviewing complex processes that will still require independent judgement and initiative
- Develop the knowledge and skills needed to deliver world-class client care, focusing on quality control, accuracy and first-contact resolution
- Critically think through work assignments, potential issues, and prevent miscommunication/errors
- Meet and exceed performance metrics including accuracy, productivity, contact quality and service levels
- Follow Standing Operating Procedures while being able to read between the lines and come to conclusions leading to the best outcome possible
- Work well under pressure while using more than five different software applications simultaneously
- Participate in team meetings and stay engaged with peers and leaders
- Handle escalations with patience, care and professionalism
- Continue to achieve high Advisor loyalty results with exceptional service
- Ability to assess and minimize risk to organization
- Effectively work across teams, peers, and other departments
Skills
- Ability to satisfy advisors with timely, complete, knowledgeable and responsive communications regarding requests that are not in good order (NIGO) through written and verbal communication
- Partner closely with Team, Service and Leaders to ensure client requests are handled with care and accuracy
- Adapt and be flexible based on the needs in the business and within the team
- Provide a consultative, thorough approach to Advisors regarding resolution on outstanding items and proactively educating Advisors on anything that may help their new business experience improve in the future
- Communicate with confidence and articulate complex materials in a simple, professional, and effective manner
- Engage in a fast-paced training program reviewing complex processes that will still require independent judgement and initiative
- Develop the knowledge and skills needed to deliver world-class client care, focusing on quality control, accuracy and first-contact resolution
- Critically think through work assignments, potential issues, and prevent miscommunication/errors
- Meet and exceed performance metrics including accuracy, productivity, contact quality and service levels
- Follow Standing Operating Procedures while being able to read between the lines and come to conclusions leading to the best outcome possible
- Work well under pressure while using more than five different software applications simultaneously
- Participate in team meetings and stay engaged with peers and leaders
- Handle escalations with patience, care and professionalism
- Continue to achieve high Advisor loyalty results with exceptional service
- Ability to assess and minimize risk to organization
- Effectively work across teams, peers, and other departments
- Self-motivated with the ability to work independently and under direction
- Energetic and eager to continuously learn
- Ability to multi-task and stay organized
- Ability to emotionally connect with clients and internally with peers/other functions
- Consistently demonstrates a high degree of productivity
- Follows all firm processes, procedures, and protocols
- Looks ahead and can anticipate obstacles while being prepared to offer solutions
- Out-of-the-box thinker
- Works well under pressure and strives to meet deadlines
- Ability to learn a multitude of software programs and become proficient in their uses
- Bachelor's or associate degree
- Experience working in a fast-paced case management or high touch customer service environment
- 1-3 years financial services/insurance/investments industry experience
- Extensive experience working in a fast-paced case management environment
- 4+ years financial services/insurance/investments industry experience
- Active FINRA Licenses such as SIE, Series 6 or 7, 65
Benefits
- Flex Time or Paid Time Off and Sick Time Off
- 401K – 6% Employer Match
- Medical, Dental, Vision – HDHP or PPO
- HSA – Employer contribution (HDHP only)
- Volunteer Time Off
- Career Development / Recognition
- Fitness Reimbursement
- Hybrid Work Schedule
Company Overview
AssetMark is an investment adviser registered with the Securities and Exchange Commission. It was founded in 1996, and is headquartered in Concord, California, USA, with a workforce of 501-1000 employees. Its website is http://www.assetmark.com.
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