AssetMark is seeking a Service Analyst to support initiatives that drive scale, efficiency, and improved service delivery across our Service Teams. This role focuses on leveraging data, tools, and collaboration to enhance productivity, optimize processes, and prepare for future self-service and omni-channel capabilities. The Service Analyst plays a key part in maintaining operational excellence through knowledge management, performance reporting, and continuous improvement efforts.
This is an ideal role for someone who enjoys solving operational challenges, thrives in a dynamic environment, and is passionate about using insights and technology to improve customer and advisor experiences.
We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our Phoenix, AZ office.
Responsibilities:
Perform knowledge base audit and restructuring to ensure readiness for upcoming self-service launch, including validation of content accuracy, and application of metadata and tagging standards for improved searchability.
Monitor self-service adoption and analyze case deflection impact once self-service capabilities are launched, ensuring that knowledge resources and digital tools are successful and continuously improved
Assist with Salesforce platform rebuild and data migration efforts, including validating business requirements, supporting process redesign, and ensuring accurate transition of existing data and workflows to the new instance.
Support the management and delivery of the Quarterly Relationship Management Scorecard process, including data collection, reporting, and communication of insights to leadership
Leverage reporting and analytics tools to monitor and improve key call center metrics, such as increasing first-call resolution rates, reducing average handle time, and minimizing calls placed on hold and overall hold duration.
Collaborate with leadership and cross-functional teams to identify operational bottlenecks and implement knowledge and/or process improvements that drive scale and efficiency.
Assist in omni-channel readiness planning, including strategies for cross-training team members to pivot between phone, email, and chat based on real-time demand and service level targets.
Drive acquisition intelligence initiatives to inform strategic planning, including evaluating capacity impacts, aligning advisor Service Models, and delivering post-integration reporting, showing advisor engagement and volume trends.
Partner with technology teams to optimize routing logic and system settings, ensuring service levels are met across all channels.
Contribute to continuous improvement initiatives, using data-driven insights to recommend strategies that enhance productivity and customer experience.
Own the Advisor Heat Map process, including facilitation of internal surveys and/or call, email, and chat case transcripts for quarterly review and reporting
Track and provide visibility to our Relationship Management Heat Map results to our Service Leaders
Qualifications:
Minimum 2 years of experience in service operations, reporting, or knowledge/content management.
Strong analytical skills with the ability to interpret data and identify actionable insights.
Excellent communication and collaboration skills across technical and business teams.
Familiarity with contact center metrics and performance drivers (e.g., FCR, AHT, SLA).
Experience with Salesforce or similar CRM platforms preferred.
High school diploma or equivalent; associate or bachelor’s degree preferred.
Why This Role Matters:
This role is critical to AssetMark’s ability to scale service operations while maintaining a superior customer experience. By improving knowledge resources, supporting performance measurement, and enabling omni-channel readiness, the Service Analyst helps drive operational excellence and prepares the organization for future growth.
Compensation: The Base Salary range for this position is between $75,000-$80,000.
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.
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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.