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 supports Financial Advisors by providing guidance and administrative training to enhance their use of the AssetMark platform, aiming to deliver the best client experience possible.

Responsibilities

• Provide phone-based support to inbound inquiries and requests
• 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
• Follow-up and ownership of requests to provide reliable support
• Serve advisors in a way that generates loyal, growing advisors who promote the AssetMark platform to their colleagues
• Takes accountability to 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 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
• Strong service mindset, desire to help others, and strong affiliation to our Mission of helping advisors make a difference in their clients 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
• Manage firm risk by setting appropriate expectations
• Supports and adheres to departmental standards for call management
• Knowledge or aptitude to learn Investment/Financial Services industry
• High integrity and fast learner
• Provide phone-based support to inbound inquiries and requests
• 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
• Follow-up and ownership of requests to provide reliable support
• Serve advisors in a way that generates loyal, growing advisors who promote the AssetMark platform to their colleagues
• Takes accountability to 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 feedback on desired platform improvements
• Helps manage firm risk by setting appropriate expectations and giving clear guidance
• 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