Service Analyst, Advisor Services

AssetMark•Phoenix, AZ

2d•$75,000 - $80,000•Hybrid

About The Position

AssetMark is seeking a Service Analyst to support initiatives that drive scale, efficiency, and improved service delivery across our Service Teams. This role focuses on leveraging data, tools, and collaboration to enhance productivity, optimize processes, and prepare for future self-service and omni-channel capabilities. The Service Analyst plays a key part in maintaining operational excellence through knowledge management, performance reporting, and continuous improvement efforts. This is an ideal role for someone who enjoys solving operational challenges, thrives in a dynamic environment, and is passionate about using insights and technology to improve customer and advisor experiences. We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Phoenix, AZ office.

Requirements

Minimum 2 years of experience in service operations, reporting, or knowledge/content management.
Strong analytical skills with the ability to interpret data and identify actionable insights.
Excellent communication and collaboration skills across technical and business teams.
Familiarity with contact center metrics and performance drivers (e.g., FCR, AHT, SLA).

Nice To Haves

Experience with Salesforce or similar CRM platforms preferred.
High school diploma or equivalent; associate or bachelor’s degree preferred.

Responsibilities

Perform knowledge base audit and restructuring to ensure readiness for upcoming self-service launch, including validation of content accuracy, and application of metadata and tagging standards for improved searchability.
Monitor self-service adoption and analyze case deflection impact once self-service capabilities are launched, ensuring that knowledge resources and digital tools are successful and continuously improved
Assist with Salesforce platform rebuild and data migration efforts, including validating business requirements, supporting process redesign, and ensuring accurate transition of existing data and workflows to the new instance.
Support the management and delivery of the Quarterly Relationship Management Scorecard process, including data collection, reporting, and communication of insights to leadership
Leverage reporting and analytics tools to monitor and improve key call center metrics, such as increasing first-call resolution rates, reducing average handle time, and minimizing calls placed on hold and overall hold duration.
Collaborate with leadership and cross-functional teams to identify operational bottlenecks and implement knowledge and/or process improvements that drive scale and efficiency.
Assist in omni-channel readiness planning, including strategies for cross-training team members to pivot between phone, email, and chat based on real-time demand and service level targets.
Drive acquisition intelligence initiatives to inform strategic planning, including evaluating capacity impacts, aligning advisor Service Models, and delivering post-integration reporting, showing advisor engagement and volume trends.
Partner with technology teams to optimize routing logic and system settings, ensuring service levels are met across all channels.
Contribute to continuous improvement initiatives, using data-driven insights to recommend strategies that enhance productivity and customer experience.
Own the Advisor Heat Map process, including facilitation of internal surveys and/or call, email, and chat case transcripts for quarterly review and reporting
Track and provide visibility to our Relationship Management Heat Map results to our Service Leaders