Account Operations Coordinator

AssetMark is an industry-leading business to business wealth management provider dedicated to empowering Financial Advisors and their clients. The Account Operations Coordinator will handle client-directed requests on existing accounts, ensuring timely and accurate communication with Advisors while resolving 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