Customer Experience Resolution Analyst supporting dissatisfied advisors and clients at AssetMark. Resolving operational issues and enhancing service-based competitive advantage while working in a hybrid environment.
Responsibilities
Provide support to Advisors and their clients who have reported dissatisfaction with AssetMark Operations or Service
Maintain contact with advisors or with individuals on the service team while working on our customer's behalf to resolve their concerns
Address topics such as policy provisions, escalated inquiries, and company procedures
Responsible as the single owner of a customer problem from the time the problem is brought to Operations until resolution is confirmed
Build positive relationships with team members in a fast-paced environment
Report statistics used to track trends and initiates changes to existing processes based on complaints
Participate in departmental projects and initiatives
Requirements
Bachelor’s Degree
2-5 years of financial service experience
Series 6, minimum Industry/AssetMark experience and cross-functional process knowledge: Account Administration functions, Transfer of Account, Advisor Services, Trading and Reporting – preferred
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