Customer Experience Resolution Analyst

The Job/What You’ll Do:

The Customer Experience Resolution Analyst provides support to Advisors and their clients who have reported dissatisfaction with AssetMark Operations or Service due to an apparent inaccuracy, or transaction not processed according to their expectation. The Resolution Manager maintains contact with advisors or with individuals on the service team while working on our customer's behalf to resolve their concerns in a fast and fair manner. The Resolution Manager also supports AssetMark Customer Experience initiatives to drive service-based competitive advantage.

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

Responsibilities:

• Possess skills of a proactive leader who can determine, resolve, and communicate deficiencies and who can make recommendations for lasting improvement.
• Receive information about customer problems from a variety of sources and documents information, progress and status regarding the receipt, research, resolution and communication of customer problems.
• Under minimal supervision, responds to inquiries from various internal and external customers via telephone, correspondence and personal contact.
• May address topics such as policy provisions; escalated inquiries; company procedures; requirements for processing (eg. new business, account administration, transfer, service, trading and reporting etc) and is familiar with specific legal and compliance requirements and deadlines in order to meet specific service level agreements.
• Responsible as the single owner of a customer problem from the time the problem is brought to Operations until the time the customer is contacted to confirm resolution of the problem.
• Builds positive relationships with team members, while working in a fast paced highly flexible environment.
• Remains current on changes to product offerings, processes and operational procedures to ensure compliance. Aggressively seeks out and learn new processes, procedures and system transactions through formal and informal training opportunities.
• Reports statistics used to track trends and initiates changes to existing processes based on complaints.
• May provide some coaching to associates and regarding processes and handling difficult situations and callers and provides supervisors with feedback. Assists in training other team members in areas of personal expertise.
• May develop procedure and training documentation to support new regulations or product introductions.
• Recommend and implement process improvements. Participate in departmental projects and initiatives including service touch initiatives, operations communications, and resolution speed improvements.

Knowledge, Skills, and Abilities:

• Demonstrated passion for providing client-centric solutions
• Exceptional customer service skills 
• Excellent verbal and written communication skills. 
• Strong time-management skills
• Strong organizational skills and attention to detail

Education & Experience:

• Bachelor’s Degree
• 2-5 years of financial service experience
• Industry/AssetMark experience and cross-functional process knowledge:  Account Administration functions, Transfer of Account, Advisor Services, Trading and Reporting – preferred

Compensation: The Base Salary range for this position is between $65,000-$75,000.

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.

#LI-TN1

#LI-Hybrid