Customer Experience Resolution Manager at AssetMark

| Phoenix – Mesa – Scottsdale, AZ
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Job Description:

The Customer Experience Resolution Manager 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 Customer Experience 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 Customer Experience Resolution Manager also supports AssetMark Customer Experience initiatives to drive service-based competitive advantage.

  • 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. Present trends to assigned Service and Operations teams on a monthly basis, and implement Improvements to drive down the volume of CE's for that team.
  • 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, 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
  • knowledge of Account Administration functions, Transfer of Account, Advisor Services, Trading, and Reporting, plus

Education & Experience:
  • Bachelor's Degree
  • 2-5 years Financial Service Experience
  • Series 6, minimum


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.
More Information on AssetMark
AssetMark operates in the Financial Services industry. The company is located in Concord, CA. AssetMark was founded in 1996. It has 727 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 5 open jobs at AssetMark, click here.
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