Advanced Customer Experience Analyst

Job Description:

The Job/ What You'll Do

The Advanced Customer Experience 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 Advanced Customer Experience Analyst 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 Advanced Customer Experience Analyst will determine and execute the best course of action for correcting transactions in client accounts and ensure any corrective action taken in client accounts satisfies the original desired outcome. The Advanced Customer Experience Analyst 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: Charlotte, NC (Primary Location), Phoenix, AZ (Secondary Location).

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 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.
• Perform corrective action in client accounts to ensure all transactions align with desired outcome and within defined policies and procedures.
• Reconcile corrected transactions to ensure properly reflected in customer and dealer accounts.
• Execute quickly and accurately to minimize exposure.
• Meets goals in productivity, accuracy, and capacity.
• Oversee and provide secondary review and sign-off on corrective actions.
• Effectively coordinate, manage, and complete multiple duties and assignments concurrently and within acceptable timelines.

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
• High level of understanding on trading, managed models, reconciliation and performance. 
• Proven strong decision-making skills
• Demonstrates accuracy in all aspects of tasks
• Computer savvy, intermediate knowledge of Excel and Word, advanced analytical skills

Education & Experience:

• Bachelor’s Degree
• 3-5 years Financial Service Experience
• Industry/AssetMark experience and cross-functional process knowledge:  Account Administration functions, Transfer of Account, Advisor Services, Trading and Reporting – preferred
• Minimum of 2 years of Trading or Trade Corrections experience preferred
• Familiarity with Vestmark and APL portfolio accounting systems preferred

Compensation: The Base Salary range for this position is $70,000 - $85,000

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-TE1 

Due to the sensitive nature of the information that this role needs to access, AssetMark will be required to collect from applicants for this role, elements of Personally Identifiable Information in order to comply with governmental requirements.

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

As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.