Customer Experience Resolution Analyst

Job Description:

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 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 one of our following offices: Phoenix, AZ, Charlotte, NC, or Chicago, IL. 

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

·       Series 6, minimum

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 $63,000-$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. 

#LI-hybrid 

#LI-TE 1 

Who We Are & What We Offer:

We are AssetMark, a company on the move, shaping the future of financial services. Growth is in our DNA. Every day, we combine technology, insight, and collaboration to create new possibilities for advisors, for our people and for our investors. At AssetMark your ideas matter; they’re heard, valued, and drive meaningful change. Join a team that sets new standards and creates space for you to thrive and do your best work. 

Our Mission 

Our mission is simple: to help our 10,500+ financial advisors make a meaningful difference in their clients’ lives. We do this by combining powerful technology, holistic support, and expert consulting to help advisors run stronger, more efficient businesses. Backed by a comprehensive suite of investment solutions and a trust company that boasts of $150B+ AUM, our platform empowers advisors to deliver exceptional service and an outstanding client experience.

Our Values 

Heart. Client Success. Integrity. Respect. Excellence. Our values are how we show up every day.  

We believe in: 

• Leading with Heart, in truly making a difference in the lives of others: teammates, clients, investors and communities. 

• Obsessing over Client Success, bringing a relentless focus on what matters to clients that sets us apart and creates loyal, lasting relationships. 

• Unyielding Integrity, doing what’s right, always. Even when it’s hard. 

• Collective Respect, in being authentic, inclusive and valuing all voices while winning together. 

• Operating with Excellence, in learning fast, continuously improving, innovating and collaborating to find new and better solutions.  

These values shape our culture, guide our decisions, and define what it means to be part of the AssetMark family. 

Our Culture & Benefits 

Our culture brings our mission and values to life. Here, we do what’s right, embrace diverse ideas, and innovate together. We also offer a wide range of benefits to support you and your family—because thriving at work starts with thriving in life. 

• Flex Time or Paid Time Off and 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.