Advisor Services Service Specialist

AssetMark•Phoenix, AZ

68d•$60,000 - $65,000•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 in helping clients achieve wealth, independence, and purpose. The Advisor Services Service Specialist provides fast and reliable guidance to Financial Advisors and their Service Staff as they utilize the AssetMark platform to serve their clients’ investment and financial planning needs. The Service Specialist will often be presented with complex scenarios that they must be able to resolve through available knowledge resources, additional research or queries to other internal teams. A successful Service Specialist will be customer service oriented and client-focused in delivering the best client experience possible. After training, a Service Specialist has the opportunity to quickly promote into a Relationship Manager role where they manage a dedicated set of Financial Advisor relationships that often represents $1B or more of Assets Under Management. Other successive roles lead to areas like an eService Specialist, who assist Advisors via email or Chat, or a Relationship Manager role that specializes in working with newer, growing financial advisors. Other career paths include leadership, training or analytics. We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Phoenix, AZ or Chicago, IL office.

Requirements

Ability to thrive in a fast-paced environment
Strong navigation skills and the ability to navigate multiple systems at once
Effective organization skills to ensure all cases and follow-ups are completed
Self-sufficient with a strong sense of ownership; ability to research and find resolutions with minimal assistance
Strong service mindset, desire to help others, and strong affiliation to our Mission of helping advisors make a difference in their client’s lives.
Strong oral and written communication to ensure professional interactions, clear and confident engagement, and positive interaction style
Supports and adheres to departmental standards for call management
Knowledge or aptitude to learn Investment/Financial Services industry
Ability to understand complex business problems by utilizing probing and critical thinking skills
High integrity and fast learner
Bachelor’s degree or equivalent professional work experience required
Minimum of 1-year customer service, client support, or financial advisor – facing support experience; preferably on the phone

Nice To Haves

Experience in Wealth Management or Financial Services strongly preferred
SIE, Series 6 or 7 securities license - preferred

Responsibilities

Provide fast and accurate phone-based support to inbound inquiries and requests
Provide guidance on required paperwork across multiple Custodians and assistance with completing it accurately
Maintain full ownership of all calls including any additional research and follow-up required
Ability to de-escalate calls and provide confidence instilling resolutions
Collaborate with a variety of internal teams to deliver reliable answers and oversight to client requests
Partner with Sales Consultants to ensure advisors are satisfied and empowered to make the most of our platform
Serve advisors in a way that generates loyal, growing advisors who promote the AssetMark platform to their colleagues
Takes accountability on all interactions with internal and external customers
Reports any poor customer experience and works to ensure fast, fair resolutions that restore trust and confidence and keeps the advisor informed about ongoing progress
Effectively contains service issues within the service organization.
Reports on feedback on desired platform improvements
Helps manage firm risk by setting appropriate expectations and giving clear guidance