Relationship Manager I

Service Operations Associate I is a critical operational role within the Client Service department. The position supports the firm’s service delivery by executing administrative, transaction, and custodial functions such as paperwork, money movements, account maintenance, and custodial interactions.

This role complements the Relationship Manager function by handling behind‑the‑scenes execution, enabling a seamless client experience. The position is not client‑facing but is essential for operational excellence, regulatory compliance, and service consistency. There is a clear career path to Service Operations Associate II and III.

Responsibilities
Operational Execution

Process client paperwork, forms, and documentation accurately and efficiently.

Execute money movement requests, including wires, ACH transfers, and journal entries.

Monitor and manage service requests in a centralized queue, ensuring timely resolution and escalation when needed.

Maintain detailed records of all transactions and communications in the CRM and custodial platforms.

Custodial & Platform Coordination

Serve as a liaison with custodians and third‑party platforms to resolve operational issues and facilitate transactions.

Stay current on custodial procedures, platform updates, and regulatory requirements.

Ensure all operational activities meet compliance standards and internal controls.

Team Collaboration & Support

Partner with Relationship Managers and Wealth Advisors to support client service delivery through accurate execution.

Collaborate with internal departments such as compliance, financial planning, and investment operations to ensure alignment and efficiency.

Participate in team meetings and contribute to process improvement initiatives.

Other duties as assigned.

Quality Assurance & Continuous Improvement

Identify and report operational inefficiencies or recurring issues.

Assist in documenting and refining standard operating procedures.

Support training and onboarding of new team members as needed.

Career Path & Growth

Associate II: Increased ownership of complex transactions, custodial relationships, and process improvement initiatives.

Associate III: Leadership within the operations team, mentoring junior associates, and driving strategic operational enhancements.

Education and Qualifications

High School diploma; Bachelor’s degree highly preferred.

Experience

Two to four years of job‑related experience.

Experience in the financial services industry required.

Prior experience working in an office environment with a customer‑service focus helpful.

Certifications

Notary designation a plus.

Skills

Ability to prioritize in a fast‑paced environment while maintaining client focus and attention to detail.

Enjoy collaborating and building positive relationships internally and externally.

Excellent verbal and written communication skills required.

Strong MS Word, Excel, and Outlook skills; prior use of a CRM system such as Salesforce a plus.

Strong desire for continuous self‑learning and professional growth.

Work Schedule
Professional hours Monday through Friday 8 AM to 5 PM. Early or late hours may be required to meet business tasks and deadlines. Non‑exempt roles must record time daily and take a 30‑minute unpaid lunch.

Working Conditions
Position may be performed in a professional office environment or a dedicated home office workspace. Basic technology needs will be provided. Employees will be required to sit and stand for periods of time.

Compensation
Base Pay Range: $25,000–$29,000 USD. Eligibility for incentive compensation through one of Mercer Advisors’ incentive compensation programs.

Benefits

Company‑paid basic life & AD&D insurance.

Company‑paid short‑term and long‑term disability insurance.

Supplemental life & AD&D; short‑term disability; accident; critical illness; and hospital indemnity insurance.

Three Cigna medical plan options including two high‑deductible health plans and one traditional co‑pay plan.

Kaiser medical plans available in California.

Health Savings Account (HSA) with company contributions for HDHP plans.

Two comprehensive dental plans.

Vision insurance plan.

Dependent care savings account for child and dependent care.

14 company‑paid holidays, including a full week off at Thanksgiving.

Generous paid time off for vacation and sick days.

Employee assistance plan.

Family medical leave.

Paid parental leave (8 weeks).

Maternity benefits including company‑paid short‑term disability, supplemental short‑term disability, and parental leave.

Adoption assistance reimbursement program.

Company‑paid concierge services for employees and loved ones.

401(k) retirement plan with both traditional and Roth options and company match.

Pet insurance.

Personalized financial planning and guidance from Mercer Advisors professionals at preferred employee pricing.

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