Account Operations Coordinator

Job Description:

Account Operations Coordinator

Are you looking for an exciting opportunity to join a mission-driven, fast-growing firm in the wealth management space?

AssetMark is an industry-leading business to business wealth management provider with over 140 billion in assets, specializing in putting our clients FIRST. Our mission is to make a difference in the lives of our Financial Advisors and their clients. We do this by empowering Advisor growth through flexible and integrated technology, exceptional service and compelling wealth solutions.

The values we live by each and every day, in every transaction and interaction, are Heart, Integrity, Respect and Excellence. You will be joining a team that will be deeply invested in your own growth, provide you opportunities to learn and develop, and help you create a long and fulfilling career here.

The Role

The Account Operations Team is responsible for handling all client-directed requests on existing AssetMark accounts. This can include anything from an investment change to a withdrawal, to a beneficiary update. The primary goal of a Coordinator is to ensure advisors receive timely and accurate notification of any requests that are Not in Good Order.  Once resolution is received, Coordinators ensure it is addressed timely, and that the client’s intention is communicated accurately to the processor. A Coordinator will provide clear, emotionally connected communication to Advisors and their staff to resolve any outstanding items. Key performance measures include accuracy, productivity, contact quality, and ability to work and engage effectively on a team. Coordinators should be proactive, eager to learn, and work with their leaders to develop their skills and careers at AssetMark.

 Coordinators also can be promoted to a Level 2, 3, or Sr for taking on additional responsibilities and exceeding key performance metrics.

 We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Phoenix, AZ office location.

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.

Knowledge, Skills, Abilities:

• 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

Education & Experience

For those entry level/early career, preferred qualifications include

• 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

For those mid to advanced career, preferred qualifications include

• Bachelor’s or associate degree
• 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

Location:

Phoenix (hybrid in-office 3 days a week+)

Compensation:

The total compensation for this role includes Base Salary plus a variable incentive compensation target (“VIC”), as detailed below. Compensation is negotiable based on tenure and experience.

• The Base Salary range for entry-early career candidates is $55,000-$65,000
• The Base Salary range mid-advanced career candidates is $65,000-$70,000

This information reflects a base salary range that AssetMark reasonably expects to pay for the position based on a number of factors which may include job-related knowledge, skills, education, experience, and actual work location.

Additionally, this position is eligible for an annualized VIC of $3,500 (for entry-early career candidates) or $4,200 (for mid-advanced career candidates).  The actual payment of the VIC is not guaranteed and will be based on performance to clearly stated goals and manager discretion.

Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.

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Who We Are & What We Offer:

AssetMark’s mission is centered around helping financial advisors make a difference in the lives of their clients. To help them do that, we aim to provide advisors with holistic support. We offer compelling technology that facilitates a better client experience, consulting services that ensure advisors’ businesses are running at their best and a comprehensive suite of investment solutions. AssetMark’s platform empowers advisors to provide the highest level of service possible to their clients.

AssetMark’s culture is driven by our mission and connected by our values; Heart, Integrity, Excellence and Respect. You will join a team that lives these values every day by doing the best and what is right in all we do  and encouraging different ideas for continual success and innovation. Additionally, we offer a wide range of benefits to meet the needs of our team members and their families.

• Flex Time Off or Paid Time/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

As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.