Job details

Client Support Specialist

Job Description:

Adhesion, an Assetmark subsidiary - is a $9.1bil Unified Managed Account Platform designed for Registered Investment Advisors who are looking to bring their clients - and their businesses - to the next level. We passionately believe in the RIA community, the fiduciary model, and doing whatever it takes to raise the bar in the delivery of conflict-free, fee-based investment advice to consumers. We have dedicated ourselves exclusively to this cause for over 25 years.

The Job/What You'll Do:

The Client Support team is instrumental in building a sense of belonging and confidence in our brand. The Client Support Specialist is responsible for providing an exceptional service support experience that fosters a genuine connection with our advisors and their staff through every interaction. The Client Support Specialist will be the main point of contact for advisors and their staff, while ensuring that all in-bound phone calls and emails are handled timely and accurately including problem solving and issue resolution.

This is a full-time position in Adhesion's Charlotte, NC office.

Responsibilities:

Client Service – Build sustainable relationships and trust with clients and go the extra mile to engage clients through open and interactive communication.
Client Communication – Act as the main point of contact for client-related, tactical issues, both internally and externally. Utilize multiple channels to meet clients in their medium of choice: written case correspondence, email, and phone.
Issue Resolution – Provide daily support, data issue resolution, and daily request processing for clients with accuracy and efficiency.
Utilize multiple systems to troubleshoot and resolve issues.
Meet client support team targets, manage incoming calls & service inquiries, and maintain high client satisfaction.
Work with internal business partners to drive positive Client outcomes.
Process Improvement - Gather feedback and participate as a key stakeholder in driving improvements to simplify the client experience.
Adhere to Service Center Standards (balances Advisor need with service center metrics)

Knowledge, Skills, Abilities:

Word Processing software; Spreadsheet software; Accounting software; Internet software; Project Management software and Database software
Displays passion and a heart for service
Strong accountability; bring a sense of ownership for every opportunity
Excited to shape the customer experience in every interaction
Experienced in creating a first-class experience
Execution focused to drive positive outcomes
Excellent written and communication skills
Reliable and punctual
Self-motivated and ambitious
Exercises strong decision-making skills

Education & Experience:

Bachelor's degree or equivalent experience preferred
1-3 years customer support experience
1-2 Years of Financial Services or Wealth Management Experience

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.