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AssetMark
AssetMark
501 – 1,000 Employees
H1B Visa SponsorConsultingFinanceFintech
AssetMark provides wealth management and financial technology solutions for independent financial advisors, advisor teams, and registered investment advisors. Its platform combines curated investment solutions with digital sales and service tools, retirement services, and personalized advisor support. By helping firms manage operations and strengthen client relationships, AssetMark supports advisors as they respond to changing client needs and grow their practices. Founded in 1996, the company operates across finance, fintech, and consulting.
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Client Services Team Lead - Charlotte, NC (Hybrid)

Lead and develop RIA client support specialists at AssetMark, overseeing escalations, service metrics, workflows, and advisor experiences.

USUnited StatesAZArizonaNCNorth Carolina
$80,000 – $106,500 / year
HybridFull-timeSeniorEnglish RequiredClient ServicesClient Services Representative

Description

  • Lead, coach, and develop a team of four to eight Client Support Specialists
  • Foster a positive, collaborative, and accountable team environment
  • Train team members on service standards, processes, tools, and proven practices
  • Improve service processes and workflows to strengthen consistency and efficiency
  • Track service performance, KPIs, and daily reports, then share results with the VP of RIA Service
  • Identify performance gaps, root causes, and improvement opportunities, and coordinate corrective actions with colleagues and leaders
  • Act as the main escalation contact for complex advisor and client service matters
  • Address client concerns promptly while maintaining a high-quality, client-centered service experience
  • Build a thorough understanding of advisor and client needs to improve the client experience continuously
  • Partner effectively with internal teams to resolve issues promptly and advance service improvements
  • Prepare the team for new capabilities and product launches
  • Work directly with team members to resolve complex client service matters
  • Communicate information clearly and proactively to RIA leadership and clients
  • Drive timely and effective issue resolution
  • Help team members connect their work to the broader organizational purpose

Requirements

  • Five to ten years of experience supporting RIAs through a service team or comparable experience
  • At least two years of leadership or mentoring experience
  • Experience tracking and reporting KPIs for a Service Standard program
  • Experience supporting employee professional development
  • Track record of delivering exceptional client service with enthusiasm and helping leadership define and pursue long-term strategies with energy and determination
  • Strong command of client service processes
  • Extensive familiarity with financial services and the investment advisory industry
  • Experience with financial technology platforms and managed accounts is preferred
  • Comfort communicating directly with advisors
  • Credible, adaptable professional with clear communication and exceptional presentation skills
  • Solid understanding of, or ability to quickly learn, solutions such as SMAs, UMAs, Tax Management, Overlay Services, Tax Transition, partnerships, and consulting services
  • Excellent judgment and decision-making ability
  • Strong interpersonal skills with the ability to build relationships with leaders, integrated team members, and internal partners
  • Ability to adapt to and lead through a rapidly changing business and technology environment
  • Dependable and consistent in meeting deliverables
  • Legally authorized to work in the United States
  • Visa sponsorship is unavailable

Benefits

  • Variable incentive compensation
  • Flexible time, paid time off, and sick time off
  • 401(k) with a 6% employer match
  • Medical, dental, and vision coverage through HDHP or PPO options
  • Employer HSA contribution for HDHP participants
  • Volunteer time off
  • Career development and recognition opportunities
  • Fitness reimbursement
  • Hybrid work schedule

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