Advanced Account Operations Specialist

AssetMark Financial Holdings•Phoenix, AZ

6h•Hybrid

About The Position

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 to help clients achieve wealth, independence, and purpose. The Account Operations Team is responsible for handling all client‑directed requests on existing AssetMark accounts. These requests can include anything from an investment change to a withdrawal or a beneficiary update. The primary goal of a Specialist is to ensure requests are addressed and processed timely, accurately, and with the client’s intention top of mind. Specialists ensure client requests are in good order and provide clear, emotionally connected communication to Advisors and their staff to resolve any outstanding items. Key performance measures include accuracy, productivity, contact quality, and the ability to work and engage effectively on a team. Each Specialist is assigned to a primary work group within Account Operations based on proficiency needs, capacity requirements, tenure, and skill. These teams include Money In & Maintenance, Money Out and Move Money. Teams work closely to achieve daily service levels, improve processes, and maintain strong engagement. Specialists should be proactive, eager to learn, and partner with their leaders to continue developing their skills and careers at AssetMark. Specialists also can become Gold or Platinum certified and may be promoted to Level 2 or Senior Specialist by taking on additional responsibilities and exceeding key performance metrics. The Account Operations Team is responsible for handling all client‑directed requests on existing AssetMark accounts. Requests may include investment changes, withdrawals, or beneficiary updates. The team’s primary goal is to ensure requests are processed timely, accurately, and in alignment with the client’s intent. Key performance measures include accuracy, productivity, contact quality, team engagement, and Advisor NPS (loyalty) survey results. Teams are composed of associates who focus on specific work types. Work group assignments are based on proficiency, capacity needs, tenure, and skill. Work groups include: Money In, Money Out, Move Money, Maintenance/Coordinator, and Reports/Audit & Controls. Money In This team handles all incoming funds to the firm. Primary work types include checks, wires, one‑time ACH requests, and automatic investment plans. The team works closely to ensure funds are allocated and coded correctly to existing accounts and verifies accounts meet investment minimums for trading. This work is vital to AssetMark’s growth, as incoming assets directly impact firm success. Money Out This team handles all outgoing distributions. Primary work types include withdrawals, cash and in‑kind terminations, systematic withdrawals, and RMDs. The team ensures funds are distributed accurately and timely. Associates must have strong knowledge of tax withholding rules, IRS regulations, and trading/settlement timelines. When clients need to distribute funds, it represents a key moment in their relationship with AssetMark. Move Money This team manages movement of assets across accounts. Primary work types include investment changes, journals, and divorce/beneficiary claim transfers. This work type is highly volatile and can surge during market shifts or bulk Advisor requests. Requests may range from simple (e.g., Profile 1 → Profile 2 changes) to highly complex (e.g., in‑kind death transfers across multiple accounts). Due to trading implications, accuracy and timeliness are critical. Maintenance This team handles all account updates and alerts. Primary work types include beneficiary changes, banking updates, duplicate statement requests, corporate resolution and trust updates, account linking, address changes, and returned mail. A subset of associates handles complex maintenance such as research items, correspondence, and account‑not‑trading alerts. The team ensures accounts are accurate, timely updated, and in good order. Coordinators This team focuses on resolving Advisor inquiries through written and verbal communication. They support various outreach campaigns and provide an emotionally connected experience while partnering with Operations teams across multiple work types. Coordinators may specialize in certain areas but must be knowledgeable, flexible, and adaptable as Advisor requests vary throughout the day. Reports, Audit and Controls This team manages key reports, controls, and tasks across Service Teams, custodians, and Operations. Primary work includes manual accommodations, Partner Custodian reconciliations, and resolving exceptions for money movement requests (e.g., ACH or wire rejections). They also support outreach campaigns and collaborate with the offshore Audit & Controls team to identify trends, improvements, and procedural updates. This team plays a critical role in handling sensitive and complex requests.

Requirements

Bachelor’s degree or experience in the financial or similar professional industry
Strong attention to detail and ability to understand the broader process
High proficiency in operational processing
Outstanding customer focus—consistently providing memorable service and creating loyal promoters
Excellent communication skills: verbal, written, interpersonal, influencing, and negotiation
Strong analytical and decision‑making skills
Results‑oriented with a proven ability to set and achieve aggressive goals

Nice To Haves

Entry‑Level / Early Career (Preferred) Bachelor’s or associate degree
Experience in a fast‑paced case management or high‑touch customer service environment
1–3 years experience in financial services, insurance, or investments
Mid to Advanced Career (Preferred) Bachelor’s or associate degree
Extensive experience in a fast‑paced case management environment
4+ years financial services, insurance, or investment industry experience
Active FINRA licenses such as SIE, Series 6 or 7, or 65

Responsibilities

Partner closely with teammates, Service, and leadership to ensure client requests are handled with care and accuracy.
Maintain productivity and ensure all requests are completed within assigned service levels.
Adapt and remain flexible based on business and team needs.
Provide timely, complete, knowledgeable, and responsive communication to Advisors regarding requests that are not in good order (NIGO), both verbally and in writing.
Assess and minimize organizational risk.
Work effectively across teams, peers, and other departments.