Service Operations Associate (Woodland Hills, CA or Los Angeles, CA)

Mercer Advisors•Woodland Hills, CA

About The Position

The Service Operations Associate I is a critical operational role within the Client Service department, responsible for executing administrative and transactional functions that support the firm’s service delivery. Working from a centralized shared queue, the associate processes client requests involving paperwork, money movement, account maintenance, and custodial interactions. The role complements the Relationship Manager function by handling behind-the-scenes execution that supports a seamless client experience. Although not client-facing, the associate contributes to operational excellence, regulatory compliance, and consistent service delivery. The position offers a career path to Service Operations Associate II and III, with increasing responsibility for complex transactions, custodial relationships, process improvement, team leadership, mentoring, and strategic operational enhancements. The role is based in a professional office environment or a dedicated home office workspace free of interruptions. Basic technology needs will be provided. The standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Early or late hours may occasionally be needed to meet business tasks and deadlines. Non-exempt employees must record their work time daily and take a 30-minute unpaid lunch period. Compensation is a base pay range of $31–$36 USD, with eligibility for incentive compensation; actual pay depends on factors including location, experience, education, skills, and licenses or certifications.

Requirements

High school diploma; a bachelor’s degree is highly preferred.
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 skills in Microsoft Word, Excel, and Outlook.
Availability during standard business hours, Monday through Friday, 8:00 a.m. to 5:00 p.m.; early or late hours may occasionally be required.

Nice To Haves

Bachelor’s degree.
Prior experience in an office environment with a customer service focus.
Notary designation.
Prior experience using a CRM system such as Salesforce.
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, 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 transactions and communications in CRM and custodial platforms.
Liaise with custodians and third-party platforms to resolve operational issues and facilitate transactions.
Stay 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, to support alignment and efficiency.
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 an eligible high-deductible health 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 combining company-paid short-term disability, supplemental short-term disability where applicable, and parental leave.
Adoption assistance reimbursement program.
Company-paid concierge services for caregiving needs and other life challenges.
401(k) retirement plan with Traditional and Roth options, per-pay-period match, and an after-tax option.
Pet insurance.
Personalized financial planning and guidance from Mercer Advisors professionals at preferred employee pricing.