Service Operations Associate (Portsmouth, NH)

Mercer Advisors•Portsmouth, NH

About The Position

The Service Operations Associate I is a critical operational role within the Client Service department, executing administrative and transactional functions that support the firm’s service delivery. The centralized team works from a shared queue to process client requests, including 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. It is not client-facing, but 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 complexity, ownership, and leadership responsibilities. The Associate II role takes greater ownership of complex transactions, custodial relationships, and process improvement. The Associate III role provides leadership, mentors junior associates, and drives strategic operational enhancements. The role is scheduled during standard business hours, Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional early or late hours to meet business tasks and deadlines. Non-exempt employees must record their work time daily and take a 30-minute unpaid lunch period. Work may be performed in a professional office or a dedicated home office workspace free of interruptions; basic technology needs will be provided. The position involves routinely sitting and standing for periods of time. Base pay is $29–$33 per hour, with eligibility for incentive compensation. Actual base pay depends on factors including location, experience, education, skills, and licenses or certifications.

Requirements

High school diploma.
Two to four years of job-related experience.
Financial services industry experience 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.
Strong 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., with occasional early or late hours as needed.

Nice To Haves

Bachelor’s degree highly preferred.
Prior experience in an office environment with a customer service focus.
Notary designation.
Prior experience using a CRM system such as Salesforce.
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 transaction and communication records 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.
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.
Three Cigna medical plan offerings, including two High Deductible Health Plans and a traditional co-pay medical plan; Kaiser medical plans are available in California.
Health Savings Account with company contributions for employees enrolled in either High Deductible Health 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.
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 applicable, and eight weeks of parental leave.
Adoption assistance reimbursement program.
Company-paid concierge services for care needs and life challenges.
401(k) retirement plan with Traditional and Roth plans, per-pay-period match, and an after-tax option.
Pet insurance.
Personalized financial planning and guidance from Mercer Advisors professionals at preferred employee pricing.
Incentive compensation eligibility.