Customer Experience Resolution Analyst

AssetMark Financial Holdings•Phoenix, AZ

1d•$70,000 - $80,000•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 Customer Experience Resolution Analyst provides support to Advisors and their clients who have reported dissatisfaction with AssetMark Operations or Service due to an apparent inaccuracy, or transaction not processed according to their expectation. The Resolution Manager maintains contact with advisors or with individuals on the service team while working on our customer's behalf to resolve their concerns in a fast and fair manner. The Resolution Manager also supports AssetMark Customer Experience initiatives to drive service-based competitive advantage. We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to one of our following offices: Phoenix, AZ, Charlotte, NC or Chicago, IL.

Requirements

Demonstrated passion for providing client-centric solutions
Exceptional customer service skills
Excellent verbal and written communication skills.
Strong time-management skills
Strong organizational skills and attention to detail
Bachelor’s Degree
2-5 years of financial service experience
Series 6, minimum
Candidates must be legally authorized to work in the US to be considered.
We are unable to provide visa sponsorship for this position.

Nice To Haves

Industry/AssetMark experience and cross-functional process knowledge: Account Administration functions, Transfer of Account, Advisor Services, Trading and Reporting – preferred

Responsibilities

Possess skills of a proactive leader who can determine, resolve, and communicate deficiencies and who can make recommendations for lasting improvement.
Receive information about customer problems from a variety of sources and documents information, progress and status regarding the receipt, research, resolution and communication of customer problems.
Under minimal supervision, responds to inquiries from various internal and external customers via telephone, correspondence and personal contact.
May address topics such as policy provisions; escalated inquiries; company procedures; requirements for processing (eg. new business, account administration, transfer, service, trading and reporting etc) and is familiar with specific legal and compliance requirements and deadlines in order to meet specific service level agreements.
Responsible as the single owner of a customer problem from the time the problem is brought to Operations until the time the customer is contacted to confirm resolution of the problem.
Builds positive relationships with team members, while working in a fast paced highly flexible environment.
Remains current on changes to product offerings, processes and operational procedures to ensure compliance.
Aggressively seeks out and learn new processes, procedures and system transactions through formal and informal training opportunities.
Reports statistics used to track trends and initiates changes to existing processes based on complaints.
May provide some coaching to associates and regarding processes and handling difficult situations and callers and provides supervisors with feedback.
Assists in training other team members in areas of personal expertise.
May develop procedure and training documentation to support new regulations or product introductions.
Recommend and implement process improvements.
Participate in departmental projects and initiatives including service touch initiatives, operations communications, and resolution speed improvements.