Customer Service & Support Jobs in Chicago, IL (Now Hiring) — 5,152 open — Page 202

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.

Position Summary

The Account Operations Team is responsible for handling all client-directed requests on existing AssetMark accounts. This can include anything from an investment change to a withdrawal, to a beneficiary update. The primary goal of a Specialist is to ensure requests are addressed and processed timely, accurately and with the client’s intention at top of mind. A Specialist will ensure client requests are in good order and provide clear, emotionally connected communication to Advisors and their staff to resolve any outstanding items. Key performance measures include accuracy, productivity, contact quality, and ability to work and engage effectively on a team.

Each Specialist will be assigned a primary work group/team on Account Operations based on proficiency need, capacity requirements, tenure and skill. These teams include: Money In and Maintenance, Money Out, Move Money, and Partner Custodian. Each team will work closely to ensure service levels are achieved daily, processes are improved, and team engagement is high. Specialists should be proactive, eager to learn, and work their leaders to develop their skills and careers at AssetMark.

Specialists also have the ability to become Gold or Platinum certified, as well as promoted to a Level 2 or Sr for taking on additional responsibilities and exceeding key performance metrics.

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

Responsibilities:

• Partner closely with Team, Service and Leaders to ensure client requests are handled with care and accuracy.
• Be productive and ensure all requests are handled within assigned service levels.
• Adapt and be flexible based on the needs in the business and within the team.
• Ability to satisfy advisors with timely, complete, knowledgeable and responsive communications regarding requests that are not in good order (NIGO) through written and verbal communication.
• Ability to assess and minimize risk to organization.
• Effectively work across teams, peers, and other departments.

Required Qualifications:

• Bachelor’s degree or experience in Financial or similar professional Industry
• Strong attention to detail and ability to see the “bigger picture”
• Demonstrates high proficiency in Operational processing
• Outstanding Customer Focus – constantly providing memorable service and creates 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 

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 Account Operations Team is responsible for handling all client-directed requests on existing AssetMark accounts. This can include anything from an investment change, to a withdrawal, to a beneficiary update. The primary goal of the team is to ensure requests are addressed and processed timely, accurately and with the client’s intention at top of mind. Key performance measures for the team include accuracy, productivity, contact quality, team engagement results and NPS (loyalty) survey results from Advisors.

Each team is comprised of associates who focus on a primary type of work. Assignments to work groups are based on proficiency need, capacity requirements, tenure and skill. These teams are comprised of the following work groups: Money In, Money Out, Move Money, Maintenance/Coordinator and Reports/Audits and Controls.

 Money In

This Team focuses on handling all incoming funds to the firm. Primary worktypes include checks, wires, one-time ACH requests and automatic investment plans. This team works closely to ensure funding is allocated and coded correctly to existing client accounts and ensures accounts can meet investment minimums to start trading. This work is vital to the success of AssetMark since incoming assets = growth and success for the firm!

Money Out

This Team focuses on handling all outgoing distributions from the firm. Primary worktypes include withdrawals, cash and in kind terminations, systematic withdrawals and RMD’s. This teams works closely to ensure client requests for funds distributed accurately and timely to the selected recipient. This team also requires associates to have deep knowledge of state and federal tax withholding, IRS rules surrounding distributions and appropriate trading/settlement times. When client’s need to access or distribute their funds, it’s a key milestone for how they will identify AssetMark as a reliable and trusted partner.

Move Money

This Team focuses on handling all movement across accounts. Primary worktypes include investment changes, journals, and divorce/beneficiary claim movements within the platform. This teams works closely to ensure assets are transferred accurately and timely across and within AssetMark accounts. This is the firm’s most volatile worktype as its easily prone to surge in volume during market changes and often results in bulk requests from an Advisor. An investment change may be as simple as changing from a Profile 1 to 2, going 100% to cash or an incredibly complex in-kind death transfer of assets to multiple accounts. Because of the trading implications, this work is incredibly sensitive to our clients and must be a top priority.

Maintenance

This Team focuses on handling all account information updates or alerts. Primary worktypes include beneficiary changes, banking maintenance, duplicate statement requests, corporate resolution and trust updates, account linking requests, address changes and returned mail. A small subset of onshore associates also handle the “complex” maintenance such as research items, correspondence, and account not trading alerts. This team works closely to ensure client accounts are updated timely and accurately, and work with numerous other teams to ensure accounts are in good order and have all the correct details as instructed by the Advisor and their Clients. 

Coordinators

This Team’s primary focus in handling Advisor contact on items that need resolution, through written or verbal communication. They also work on or various campaigns and outreach tasks as they arise and are prioritized. This team is made up of experts who understand how to emotionally connect with our Advisors and support the Operations teams as they work to handle and complete a large variety of client requests. Coordinators also may specialize in a particular work group, but also need to be knowledge, flexible and adaptable as various incoming Advisor calls are received throughout the day and may touch a variety of topics and request types.

 Partner Custodian

 This team handles ALL money in, money out, move money and maintenance requests for our Partner Custodians (PC’s) – inclusive of Pershing, Fidelity, and TDA/Schwab. This team requires vast knowledge and expertise of our PC’s rules and operating procedures and must work closely with our PC Service Teams to ensure client requests are handled according to their guidelines. Since there are a variety of worktypes within this group, the team must be incredibly flexible and adaptable as the work may change daily and they may need to shift priorities. As volumes grow, we may look to specialize this team even further by custodian and work group.

 Reports, Audit and Controls

 This team manages a number of key reports, controls and tasks for all Service Teams, all custodians and all Operations Teams. Their primary work consistent of handling manual accommodations, Partner Custodian reconciliations, and resolving outages on money in/money out requests (e.g. ACH or wire rejections).

Additionally, they may be requested to do additional outreach tasks or campaigns as needed. They will also work closely with the offshore Audit and Controls team to bring forth trends, possible improvements and procedure handling changes for the Operations Teams they support. This team is critical to ensure those most sensitive and complex requests are handed timely and accurately.

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. 

#LI-hybrid 

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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.