Advisor Services eService Specialist

AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial advisors. We provide investment, relationship and practice management solutions that advisors use in helping clients achieve wealth, independence and purpose.

Join our industry-leading, highly capable Service organization where our culture, technique and result driven focus creates growth opportunities and competitive advantages for our firm. Our winning approach creates satisfying relationships internally and externally while generating progressive opportunities to grow quickly in your career with AssetMark.

Our Service Specialists and Relationship Managers provide “best in the industry” support to Financial Advisors across the country. Our fastest growing and most exciting area of opportunity today, is in our eService team. With the launch of AssetMark’s new Live Service Chat capability, we are expanding our team and hiring a team of eService Specialists who will provide digital service support through chat and email with a focus on fast, reliable and personalized support. Support includes helping Financial Advisors and their staff with client investment account set-up, asset transfers, investment changes, distributions, ongoing advisor training, and more.

We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Phoenix, AZ office.

Responsibilities:

• Learn industry leading techniques for service delivery to differentiate the service experience, yourself, and AssetMark.
• Embrace and integrate the AssetMark mission of helping financial advisors make a difference in their clients’ lives
• Provide live chat support and service to Advisors and their staff using AssetMark’s newly developed chat capabilities to answer questions, communicate procedures, provide documentation requirements, and assist with account processing methodologies
• Must have strong written communication skills to provide positive, personalized, energetic, helpful, professional, clear and confident responses via chat and email
• Take ownership and accountability on all interactions with customers to ensure resolution is complete in a timely manner
• Support and adhere to departmental standards for omni channel support, including Service Center Standards (balances Advisor need with service center metrics)
• Provide quick, accurate and personable responses to all inquiries
• Communicate effectively with internal stakeholders and relationship owners in Sales as needed to ensure continuity
• Ensure advisor and staff confidence and satisfaction
• Reports all “outside/in” and “inside/out” defects to the Customer Experience Group and communicates ongoing progress toward resolution to the Advisor until the resolution is completed; provides feedback to the Advisor regarding changes in corporate policies/procedures or related areas which were implemented as a result of the identified deficit
• Continually evaluate day-to-day activities for process improvement opportunities; speaks about outages, offers solutions and makes improvements; must be solution oriented
• Participate in selected departmental process improvement initiatives and duties as assigned
• Manage firm risk by setting appropriate expectations

Knowledge, Skills & Abilities:

• Strong oral communication skills
• Ability to quickly assess and respond to inquiries
• Intermediate level working knowledge of investment products and services
• Exercises strong decision-making skills
• Solid business judgment
• Ability to see work through the customer’s perspective
• Shows a high level of integrity and ethics
• Adaptable to change
• Displays passion and a heart for service

Education & Experience:

• Bachelor’s degree or equivalent experience
• Minimum of 2 years financial services industry experience

Compensation: The Base Salary range for this position is between $60,000-$70,000.

This information reflects a base salary range that AssetMark reasonably expects to pay for the position based on a number of factors which may include job-related knowledge, skills, education, experience, and actual work location. This position will also be eligible for additional variable incentive compensation and competitive benefits.

Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.

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Who We Are & What We Offer:

AssetMark’s mission is centered around helping financial advisors make a difference in the lives of their clients. To help them do that, we aim to provide advisors with holistic support. We offer compelling technology that facilitates a better client experience, consulting services that ensure advisors’ businesses are running at their best and a comprehensive suite of investment solutions. AssetMark’s platform empowers advisors to provide the highest level of service possible to their clients.

AssetMark’s culture is driven by our mission and connected by our values; Heart, Integrity, Excellence and Respect. You will join a team that lives these values every day by doing the best and what is right in all we do  and encouraging different ideas for continual success and innovation. Additionally, we offer a wide range of benefits to meet the needs of our team members and their families.

• Flex Time Off or Paid Time/Sick Time Off
• 401K – 6% Employer Match
• Medical, Dental, Vision – HDHP or PPO
• HSA – Employer contribution (HDHP only)
• Volunteer Time Off
• Career Development / Recognition
• Fitness Reimbursement
• Hybrid Work Schedule

As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.