Service Operations Associate II (Hunt Valley, MD)

Mercer Advisors•Hunt Valley, MD

5d•$70,000 - $80,000

About The Position

The Service Operations Associate II is an advanced operational role within the Client Service department, responsible for managing more complex client service functions and supporting Ultra High Net Worth (UHNW) clients in addition to other client segments. This role handles escalated and intricate transactions, ensuring accuracy, compliance, and a superior client experience. While not client-facing, the Service Operations Associate II works closely with Relationship Managers and Wealth Advisors to execute critical operational tasks that require specialized knowledge. This position serves as a subject matter expert for complex processes and contributes to continuous improvement initiatives.

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

Nice To Haves

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

Responsibilities

Handle complex client transactions, including multi-party transfers, alternative investment funding, and specialized account setups.
Execute high-value money movement requests (e.g., wires for UHNW clients) with heightened attention to quality controls.
Manage escalated service requests and troubleshoot issues requiring advanced problem-solving.
Maintain detailed records of all transactions and communications in CRM and custodial platforms.
Serve as a liaison with custodians and third-party platforms to resolve operational issues and facilitate transactions.
Maintain deep knowledge of custodial procedures, regulatory requirements, and firm-specific workflows.
Ensure all operational activities meet compliance standards and internal controls.
Work closely with Relationship Managers on UHNW client needs and complex workflows.
Collaborate with internal departments to streamline processes and reduce operational friction.
Contribute to SOP development and participate in testing new processes or technology enhancements.
Identify and report operational inefficiencies or recurring issues.
Contribute to SOP development and workflow enhancements.
Support risk mitigation strategies and compliance initiatives.
Mentor Associate I team members, providing guidance on complex tasks.
Assist in onboarding and training new associates.

Benefits

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