Service Operations Associate I (Charlotte, NC)

Mercer Advisors•Charlotte, NC

About The Position

For 40 years, Mercer Advisors has worked with families to help them amplify and simplify their financial lives. How? By integrating financial planning, investment management, tax, estate, insurance, and more, all managed by a single team. Today we proudly serve over 31,300 families in more than 90 cities across the U.S. Ranked the #1 RIA Firm in the nation by Barron’s, we are an independent, national fiduciary legally obligated to always act in the best interest of our clients. Mercer Advisors offers a distinct work environment that stands out in the financial industry. Our overall employee base and client-facing team are composed of 50% women, reflecting our commitment to diversity. We attract top talent from across the country, with no formal headquarters and flexible working arrangements, allowing us to assemble the best team possible. Join us and be a part of a team dedicated to making a meaningful impact on the financial lives of families across the country. Mercer Advisors was ranked #1 for RIA firms with up to $70 billion in assets. The Barron’s top RIA ranking is based on a combination of metrics – including size, growth, service quality, technology, succession planning and others. No fee was paid for participation in the ranking, however, Mercer Advisors has paid a fee to Barron’s to use the ranking in marketing. Please see important information about the ranking criteria methodology here . Job Summary: The Service Operations Associate I is a critical operational role within the Client Service department, responsible for executing the administrative and transactional functions that support the firm’s service delivery. This centralized team works from a shared queue to ensure timely and accurate processing of client requests, including paperwork, money movement, account maintenance, and custodial interactions. This role is designed to complement the Relationship Manager (RM) function by handling the behind-the-scenes execution that enables a seamless client experience. While not client-facing, the Service Operations Associate I plays a vital role in maintaining operational excellence, regulatory compliance, and service consistency. This position offers a clear career path to Service Operations Associate II and III, with increasing levels of complexity, ownership, and leadership within the operations function.

Requirements

High School diploma with a Bachelor’s degree highly preferred
Two to Four years of job related experience
Financial services industry required
Ability to prioritize in a fast-paced environment while maintaining client focus and demonstrating attention to detail
Enjoy collaborating and building positive relationships internally with co-workers and externally with clients and business vendors
Excellent verbal and written communications skills a must
Strong MS Word, Excel, and Outlook skills required; prior use of CRM system (Salesforce) a plus
Strong desire for continuous self-learning and professional growth
This professional role requires availability during standard business hours of Monday through Friday from 8AM to 5PM.
At times, the role may have early or late hours to meet business tasks and deadlines for external and internal client needs.
All roles classified as a non-exempt are required to record working time into the timekeeping system daily at the start and end of each workday plus a 30-minute unpaid lunch period.
This position may be in a professional office environment or a dedicated home office workspace which is free of interruptions.
Whether position is in a dedicated office space or home office workspace, basic technology needs will be provided to satisfy position requirements.
Routinely sitting and standing for periods of time.

Nice To Haves

Prior experience working in an office environment with a customer service focus helpful
Notary designation a plus

Responsibilities

Operational Execution Process client paperwork, forms, and documentation with accuracy and efficiency.
Execute money movement requests, including wires, ACH transfers, and journal entries, in accordance with firm and custodial policies.
Monitor and manage service requests in a centralized queue, ensuring timely resolution and escalation when needed.
Maintain detailed records of all transactions and communications in the CRM and custodial platforms.
Custodial & Platform Coordination Serve as a liaison with custodians and third-party platforms to resolve operational issues and facilitate transactions.
Stay current on custodial procedures, platform updates, and regulatory requirements.
Ensure all operational activities meet compliance standards and internal controls.
Team Collaboration & Support Partner with Relationship Managers and Wealth Advisors to support client service delivery through accurate execution.
Collaborate with internal departments (e.g., compliance, financial planning, investment operations) to ensure alignment and efficiency.
Participate in team meetings and contribute to process improvement initiatives.
Other duties as assigned.
Quality Assurance & Continuous Improvement Identify and report operational inefficiencies or recurring issues.
Assist in documenting and refining standard operating procedures (SOPs).
Support training and onboarding of new team members as needed.

Benefits

Mercer Advisors offers a competitive and robust benefit package to our employees.
Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs.
We offer the following:
Company Paid Basic Life & AD&D Insurance
Company Paid Short-Term and Long-Term Disability Insurance
Supplemental Life & AD&D; Short-Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
Three Cigna medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
Kaiser Medical plans available in California
Health Savings Account (HSA) with company contributions if enrolled in either HDHP medical plan.
Two comprehensive Dental Plans
Vision Insurance Plan
Dependent Care Savings Account for child and dependent care.
14 Company Paid Holidays including a full week off at Thanksgiving.
Generous paid time off program for vacation and sick days
Employee Assistance Plan
Family Medical Leave
Paid Parental Leave (8 weeks)
Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (8 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
Adoption Assistance Reimbursement Program
Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young children, life’s challenges and more.
401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after-tax option
Pet Insurance