Apply on Employer Site

AssetMark · 1 day ago

Customer Experience Resolution Analyst

Chicago, IL

Full-time

Hybrid

Entry, Mid Level

$70K/yr - $80K/yr

2+ years exp

AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial advisors. The Customer Experience Resolution Analyst provides support to Advisors and their clients who have reported dissatisfaction with AssetMark Operations or Service, ensuring concerns are resolved in a fast and fair manner while supporting customer experience initiatives.

AdviceConsultingFinancial Services

No H1B

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

Qualification

Customer serviceFinancial service experienceSeries 6 certificationCommunication skillsTime-management skillsOrganizational skillsProcess improvementProblem-solvingTeam collaboration

Required

Bachelor's Degree

2-5 years of financial service experience

Series 6, minimum

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

Preferred

Industry/AssetMark experience and cross-functional process knowledge: Account Administration functions, Transfer of Account, Advisor Services, Trading and Reporting