Advisor Support Specialist (Financial Services)

AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial advisors. The Advisor Support Specialist provides fast and reliable guidance to Financial Advisors and their Service Staff, resolving complex scenarios to enhance client experiences and facilitate their investment and financial planning needs.

Responsibilities

• Provide fast and accurate phone-based support to inbound inquiries and requests
• Provide guidance on required paperwork across multiple Custodians and assistance with completing it accurately
• Maintain full ownership of all calls including any additional research and follow-up required
• Ability to de-escalate calls and provide confidence instilling resolutions
• Collaborate with a variety of internal teams to deliver reliable answers and oversight to client requests
• Partner with Sales Consultants to ensure advisors are satisfied and empowered to make the most of our platform
• Serve advisors in a way that generates loyal, growing advisors who promote the AssetMark platform to their colleagues
• Takes accountability on all interactions with internal and external customers
• Reports any poor customer experience and works to ensure fast, fair resolutions that restore trust and confidence and keeps the advisor informed about ongoing progress
• Effectively contains service issues within the service organization
• Reports on feedback on desired platform improvements
• Helps manage firm risk by setting appropriate expectations and giving clear guidance

Skills

• Minimum of 1-year customer service experience
• Ability to thrive in a fast-paced environment
• Strong navigation skills and the ability to navigate multiple systems at once
• Effective organization skills to ensure all cases and follow-ups are completed
• Self-sufficient with a strong sense of ownership; ability to research and find resolutions with minimal assistance
• Strong service mindset, desire to help others, and strong affiliation to our Mission of helping advisors make a difference in their client's lives
• Strong oral and written communication to ensure professional interactions, clear and confident engagement, and positive interaction style
• Participate in selected departmental process improvement initiatives and duties as assigned
• Supports and adheres to departmental standards for call management
• Knowledge or aptitude to learn Investment/Financial Services industry
• Ability to understand complex business problems by utilizing probing and critical thinking skills
• High integrity and fast learner
• Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position
• Experience in Banking, Wealth Management or Financial Services

Benefits

• 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

Company Overview