About the position
The Platinum Case Manager I is an expert in coordinating and at times processing requests on accounts for AssetMark's largest and most committed advisors. In this role, the Platinum Case Manager I will partner closely with other Platinum Case Managers and Platinum Relationship Manager with the goal of providing a 'best in class' service and operations experience to a group of assigned Platinum PC advisors. By delivering personalized, proactive, customized support to each Platinum Advisor practice, the Platinum Case Manager I will ensure every Platinum Advisor: * Is a 'Promoter' of the Platinum Service Model * Is highly satisfied with their operations experience * Contributes to increasing net flows from Platinum Advisors * Enjoys extended longevity on our platform Platinum best in class service to be measured by: * Operations and Service Net Promotor Score * Establish and maintain Ops/Service NPS greater than Gold and NAT Score * 0 Detractors * 100% Promoters * Continuously Improving Quarterly Relationship Platinum Scorecard Results * Platinum Net Flows The Platinum Case Manager I will be the dedicated contact for both Operations and New Business aspects for their assigned advisors.
Responsibilities
- Coordinate work for assigned offices by providing fair and fast resolution.
- Collaborate with teammates and leaders to meet daily SLAs
- Develop a knowledge of the advisors practice in order to anticipate advisor needs and proactively support as needed
- Acute attention and sensitivity to availability and responsiveness
- Achieve full cross training in Operations and New Business items over a minimum of two custodians.
- Ability to efficiently resolve items via phone call and/or work item notes dependent on advisor preferences.
- Quality verbal and written communication.
- Ability to assess and minimize risk to organization
- Provide back-up support for other Platinum Case Managers based on specific outages and service level agreements
Requirements
- Bachelor's degree or 3+ years in the Financial Industry
- Demonstrates proficiency in multiple aspects of new business or operational processing. Exposure to multiple custodians a plus.
- Outstanding Customer Focus - constantly looking to provide memorable service touch and create a loyal promoter
- Excellent Communication Skills - verbal, written, interpersonal, influencing, and negotiation
- Demonstrated analytical and decision making skills
- Results Oriented - Proven ability to set and meet aggressive goals
Benefits
- Flex Time Off or Paid Time/Sick Time Off
- 401K - 6% Employer Match
- Medical, Dental, Vision - HDHP or PPO
- HSA - Employer contribution (HDHP only)
- Volunteer Time Off
- Career Development / Recognition
- Fitness Reimbursement
- Hybrid Work Schedule
