Account Operations Coordinator

AssetMark•Phoenix, AZ

2d•$55,000 - $70,000•Hybrid

About The Position

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.

Requirements

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
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

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.