Partner Custodian Case Manager

AssetMark Financial Holdings•Phoenix, AZ

24d•$55,000 - $60,000•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. Our mission is to empower Advisors to create awesome investment solutions and experiences for their clients. Our teams and leadership approach every interaction and decision with our Core values - heart, integrity, excellence and respect. AssetMark’s open architecture and ability to serve independent Advisors means we work not only with our own custodian, AssetMark Trust, but also have partnerships with three third-party custodians – Fidelity, Pershing, and Schwab. We refer to these firms as Partner Custodians (PC). Advisors may choose to work with one of these custodians and lean on AssetMark for full operational and service support. All client-directed PC requests flow through AssetMark and the PC Team. Our PC Teams work with the custodians to define processes, procedures, implement improvements, and resolve outstanding issues for these requests. Our goal is to create a seamless experience for clients regardless of which custodian they choose to work with, and to limit as many hand-offs or rework as possible. AssetMark still leads and owns the Advisor relationship and is the “go to” party for questions and guidance. Managing this unique relationship takes strong technical skills, exemplary communications skills, and an understanding of the “AssetMark way” when it comes to service delivery. Position Summary Opening and funding a new account on the AssetMark platform is a significant milestone and an important 'moment of truth' for any Advisor and Client. The onboarding experience must be easy, seamless, and best in class across the industry. Our Partner Custodian Team strives to be experts in getting accounts opened and invested, and aims to provide comprehensive, timely, accurate and reliable execution every time. As an integral part of the Partner Custodian Team, a Parnter Custodian Case Manager (PC CM) ensures the new account opening and funding process goes seamlessly. A PCCM is responsible for reviewing all new account paperwork, working closely with Advisors and their staff to resolve any outstanding items, opening and funding the account, and providing clear and complete status updates and next steps all throughout the process. PCCM’s must exhibit excellent case management disciplines that ensures fast processing, consistent service levels, reliable and accurate set up and initiation. A PCCM is expected to take a proactive lead on any case they own to ensure creating a top notch new account experience for our Clients is their #1 priority. A PCCM is emotionally connected to our purpose, Values and Clients… and is 100% accountable for the outcomes for the Client and their new account, regardless of which internal teams and partners contribute to the overall process. A PCCM is expected to execute according to key performance measures – including Platinum, Gold and New Advisor NPS loyalty scores, accuracy, productivity, service level adherence, contact quality and call containment, and on-time delivery of improvement initiatives prioritized from Customer Experience and business impact. 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

Superb oral and written communication skills
Must be flexible and adaptable to the needs of the business
Passion for service - complete understanding of client obsession and what it takes to go above and beyond “standard” expectations
0-5+ years of experience in the brokerage, banking or client service industry
Ability to interpret a variety of instructions furnished in written or oral form
Strong PC Skills (Excel, Word, Teams)

Nice To Haves

Talent Advancement Program certifications – Financial Industry Fundamentals, Emerging Leaders, Process Excellence Course, Service Excellence
Series 6 or 7 license
2-5+ years in the Financial Industry
Experience with change management
Proven leadership skills within a team or organization
Bachelor’s Degree

Responsibilities

Gain a comprehensive understanding of Partner Custodian account opening requirements, including deep knowledge of transfers and cost basis
Executes on key performance measures such as accuracy, productivity, contact quality and availability
Works closely with team and leader to ensure all workflow is handled for the day – 100% service level adherence mindset
Puts the client first and focuses on the client experience when making decisions or handling resolution
Ability to effectively manage time and priorities throughout the day
Consistently looks for process improvements and to improve client experience, reduce risk, eliminate waste and improve accuracy and productivity
Seeks to know the “why” certain policies and procedures are in place versus blindly following steps or directions
Reviews paperwork and tasks thoroughly, ensuring understanding of full picture and client intent
Proactively questions and resolves any directions, instructions and/or forms that are not clear, executable and actionable
Expert at timely Not in good order (NIGO) resolution – focuses on the best and fastest ways Advisors can resolve outstanding items
Strong culture carrier for team and motivates/inspires others to action and execution
Help executes Partner Custodian Team Strategy and Vision
Is In It Together - Strong partnership with peers, specialized teams and their leaders
Values and takes ownership for career progression and developments