Platinum Case Manager

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.

The Job/What You'll Do:

The Platinum Case Manager I is an expert in coordinating and at times processing requests on accounts for AssetMark’s largest and most committed advisors.  In this role, the Platinum Case Manager I will partner closely with other Platinum Case Managers and Platinum Relationship Manager with the goal of providing a “best in class” service and operations experience to a group of assigned Platinum PC advisors. By delivering personalized, proactive, customized support to each Platinum Advisor practice, the Platinum Case Manager I will ensure every Platinum Advisor:

• Is a “Promoter” of the Platinum Service Model
• Is highly satisfied with their operations experience
• Contributes to increasing net flows from Platinum Advisors
• Enjoys extended longevity on our platform

Platinum best in class service to be measured by:

• Operations and Service Net Promotor Score
  • Establish and maintain Ops/Service NPS greater than Gold and NAT Score
  • 0 Detractors
  • 100% Promoters
• Continuously Improving Quarterly Relationship Platinum Scorecard Results
• Platinum Net Flows

The Platinum Case Manager I will be the dedicated contact for both Operations and New Business aspects for their assigned advisors.

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

Responsibilities:

• Coordinate work for assigned offices by providing fair and fast resolution.
  • Collaborate with teammates and leaders to meet daily SLAs
  • Develop a knowledge of the advisors practice in order to anticipate advisor needs and proactively support as needed
  • Acute attention and sensitivity to availability and responsiveness
• Achieve full cross training in Operations and New Business items over a minimum of two custodians.
• Ability to efficiently resolve items via phone call and/or work item notes dependent on advisor preferences.
• Quality verbal and written communication.
• Ability to assess and minimize risk to organization
• Provide back-up support for other Platinum Case Managers based on specific outages and service level agreements

Knowledge, Skills & Abilities:

• Demonstrates proficiency in multiple aspects of new business or operational processing. Exposure to multiple custodians a plus.
• Outstanding Customer Focus – constantly looking to provide memorable service touch and create a loyal promoter
• Excellent Communication Skills - verbal, written, interpersonal, influencing, and negotiation
• Demonstrated analytical and decision making skills
• Results Oriented - Proven ability to set and meet aggressive goals

Education & Experience:

• Bachelor’s degree or 3+ years in the Financial Industry

Compensation: The Base Salary range for this position is between $55,000-$60,000.

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.

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.