Partner Custodian Case Manager

Job description

Job Description: AssetMark is a leading strategic provider of innovative investment and consulting solutions serving independent financial Advisors. We provide investment, relationship and practice management solutions that Advisors use in helping clients achieve wealth, independence and purpose. Our mission is to empower Advisors to create awesome investment solutions and experiences for their clients. Our teams and leadership approach every interaction and decision with our Core values - heart, integrity, excellence and respect. AssetMark’s open architecture and ability to serve independent Advisors means we work not only with our own custodian, AssetMark Trust, but also have partnerships with three third-party custodians – Fidelity, Pershing, and Schwab. We refer to these firms as Partner Custodians (PC). Advisors may choose to work with one of these custodians and lean on AssetMark for full operational and service support. All client-directed PC requests flow through AssetMark and the PC Team. Our PC Teams work with the custodians to define processes, procedures, implement improvements, and resolve outstanding issues for these requests. Our goal is to create a seamless experience for clients regardless of which custodian they choose to work with, and to limit as many hand-offs or rework as possible. AssetMark still leads and owns the Advisor relationship and is the “go to” party for questions and guidance. Managing this unique relationship takes strong technical skills, exemplary communications skills, and an understanding of the “AssetMark way” when it comes to service delivery. Position Summary Opening and funding a new account on the AssetMark platform is a significant milestone and an important 'moment of truth' for any Advisor and Client. The onboarding experience must be easy, seamless, and best in class across the industry. Our Partner Custodian Team strives to be experts in getting accounts opened and invested, and aims to provide comprehensive, timely, accurate and reliable execution every time. As an integral part of the Partner Custodian Team, a Parnter Custodian Case Manager (PC CM) ensures the new account opening and funding process goes seamlessly. A PCCM is responsible for reviewing all new account paperwork, working closely with Advisors and their staff to resolve any outstanding items, opening and funding the account, and providing clear and complete status updates and next steps all throughout the process. PCCM’s must exhibit excellent case management disciplines that ensures fast processing, consistent service levels, reliable and accurate set up and initiation. A PCCM is expected to take a proactive lead on any case they own to ensure creating a top notch new account experience for our Clients is their #1 priority. A PCCM is emotionally connected to our purpose, Values and Clients… and is 100% accountable for the outcomes for the Client and their new account, regardless of which internal teams and partners contribute to the overall process. A PCCM is expected to execute according to key performance measures – including Platinum, Gold and New Advisor NPS loyalty scores, accuracy, productivity, service level adherence, contact quality and call containment, and on-time delivery of improvement initiatives prioritized from Customer Experience and business impact. We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close our Chicago, IL office. Responsibilities: Gain a comprehensive understanding of Partner Custodian account opening requirements, including deep knowledge of transfers and cost basis Executes on key performance measures such as accuracy, productivity, contact quality and availability Works closely with team and leader to ensure all workflow is handled for the day – 100% service level adherence mindset Puts the client first and focuses on the client experience when making decisions or handling resolution Ability to effectively manage time and priorities throughout the day Consistently looks for process improvements and to improve client experience, reduce risk, eliminate waste and improve accuracy and productivity Seeks to know the “why” certain policies and procedures are in place versus blindly following steps or directions Reviews paperwork and tasks thoroughly, ensuring understanding of full picture and client intent Proactively questions and resolves any directions, instructions and/or forms that are not clear, executable and actionable Expert at timely Not in good order (NIGO) resolution – focuses on the best and fastest ways Advisors can resolve outstanding items Strong culture carrier for team and motivates/inspires others to action and execution Help executes Partner Custodian Team Strategy and Vision Is In It Together - Strong partnership with peers, specialized teams and their leaders​ Values and takes ownership for career progression and developments Required Qualifications: Superb oral and written communication skills Must be flexible and adaptable to the needs of the business Passion for service - complete understanding of client obsession and what it takes to go above and beyond “standard” expectations 0-5+ years of experience in the brokerage, banking or client service industry Ability to interpret a variety of instructions furnished in written or oral form Strong PC Skills (Excel, Word, Teams) Preferred Qualifications: Talent Advancement Program certifications – Financial Industry Fundamentals, Emerging Leaders, Process Excellence Course, Service Excellence Series 6 or 7 license 2-5+ years in the Financial Industry Experience with change management Proven leadership skills within a team or organization Bachelor’s Degree Compensation: The Base Salary range for this position is between $55,000-$60,000. 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-TE 1 Who We Are & What We Offer: We are AssetMark, a company on the move, shaping the future of financial services. Growth is in our DNA. Every day, we combine technology, insight, and collaboration to create new possibilities for advisors, for our people and for our investors. At AssetMark your ideas matter; they’re heard, valued, and drive meaningful change. Join a team that sets new standards and creates space for you to thrive and do your best work. Our Mission Our mission is simple: to help our 10,500+ financial advisors make a meaningful difference in their clients’ lives. We do this by combining powerful technology, holistic support, and expert consulting to help advisors run stronger, more efficient businesses. Backed by a comprehensive suite of investment solutions and a trust company that boasts of $150B+ AUM, our platform empowers advisors to deliver exceptional service and an outstanding client experience. Our Values Heart. Client Success. Integrity. Respect. Excellence. Our values are how we show up every day. We believe in: Leading with Heart, in truly making a difference in the lives of others: teammates, clients, investors and communities. Obsessing over Client Success, bringing a relentless focus on what matters to clients that sets us apart and creates loyal, lasting relationships. Unyielding Integrity, doing what’s right, always. Even when it’s hard. Collective Respect, in being authentic, inclusive and valuing all voices while winning together. Operating with Excellence, in learning fast, continuously improving, innovating and collaborating to find new and better solutions. These values shape our culture, guide our decisions, and define what it means to be part of the AssetMark family. Our Culture & Benefits Our culture brings our mission and values to life. Here, we do what’s right, embrace diverse ideas, and innovate together. We also offer a wide range of benefits to support you and your family—because thriving at work starts with thriving in life. 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 As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.