Partner Custodian Case Manager

Partner Custodian Case Manager

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 Partner 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 to our Phoenix, AZ or 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 :

Preferred Qualifications :

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.

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.

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