Service Operations Associate (Portsmouth, NH)
About The Position
The Service Operations Associate I is a centralized, non-client-facing role in the Client Service department. The associate processes administrative and transactional client requests—including paperwork, money movement, account maintenance, and custodial interactions—through a shared queue. The role complements Relationship Managers by handling behind-the-scenes execution that supports a seamless client experience, operational excellence, regulatory compliance, and consistent service delivery. The position offers a career path to Service Operations Associate II and III, with increased transaction complexity, ownership, custodial relationship management, process improvement, and team leadership. The role is based in a professional office environment or a dedicated home office workspace free of interruptions; basic technology needs are provided. The work routinely involves sitting and standing for periods of time.
Requirements
- High school diploma.
- Two to four years of job-related experience.
- Financial services industry experience is required.
- Ability to prioritize in a fast-paced environment while maintaining client focus and attention to detail.
- Ability to collaborate and build positive relationships with coworkers, clients, and business vendors.
- Excellent verbal and written communication skills.
- Strong Microsoft Word, Excel, and Outlook skills.
- Availability during standard business hours, Monday through Friday, 8 a.m. to 5 p.m.; early or late hours may sometimes be needed to meet business tasks and deadlines.
Nice To Haves
- Bachelor’s degree highly preferred.
- Prior experience in an office environment with a customer service focus is helpful.
- Notary designation is a plus.
- Prior use of a CRM system such as Salesforce is a plus.
- Strong desire for continuous self-learning and professional growth.
Responsibilities
- Process client paperwork, forms, and documentation accurately and efficiently.
- Execute money movement requests, including wires, ACH transfers, and journal entries, according to firm and custodial policies.
- Monitor and manage service requests in a centralized queue, ensuring timely resolution and escalation when needed.
- Maintain detailed records of transactions and communications in CRM and custodial platforms.
- Coordinate with custodians and third-party platforms to resolve operational issues and facilitate transactions.
- Keep current on custodial procedures, platform updates, and regulatory requirements.
- Ensure operational activities meet compliance standards and internal controls.
- Partner with Relationship Managers and Wealth Advisors to support client service delivery through accurate execution.
- Collaborate with internal departments, including compliance, financial planning, and investment operations.
- Participate in team meetings and contribute to process improvement initiatives.
- Identify and report operational inefficiencies or recurring issues.
- Assist in documenting and refining standard operating procedures.
- Support training and onboarding of new team members as needed.
- Perform other duties as assigned.
Benefits
- Company-paid basic life and AD&D insurance.
- Company-paid short-term and long-term disability insurance.
- Supplemental life and AD&D, short-term disability, accident, critical illness, and hospital indemnity insurance.
- Medical plan options, including high-deductible and traditional co-pay plans; Kaiser plans are available in California.
- Health Savings Account with company contributions for employees enrolled in either high-deductible medical plan.
- Two dental plans.
- Vision insurance.
- Dependent Care Savings Account.
- 14 company-paid holidays, including a full week off at Thanksgiving.
- Paid time off for vacation and sick days.
- Employee Assistance Plan.
- Family Medical Leave.
- Paid parental leave of eight weeks.
- Maternity benefits using company-paid short-term disability, supplemental short-term disability if elected, and parental leave.
- Adoption assistance reimbursement program.
- Company-paid concierge services for employees and their loved ones.
- 401(k) retirement plan with Traditional and Roth options, per-pay-period matching, and an after-tax option.
- Pet insurance.
- Personalized financial planning and guidance from Mercer Advisors professionals at preferred employee pricing.
- Eligible for incentive compensation through one of Mercer Advisors’ incentive compensation programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
