Advisor Operations Associate

Location:

This role can be in our Birmingham office or remote.

If in Birmingham, AL, our office works a hybrid schedule (3 days in‑office, 2 remote).If remote, occasional travel to Birmingham will be required including onboarding.

Reports to:

Senior Director of Operations

• Serve as the primary resource for Advisors and their teams on Pershing questions, escalations, and platform workflows.
• Own the day‑to‑day Pershing relationship and act as RFG’s front door to the custodian.
• Deliver accurate, consistent Pershing information to Advisors and staff; ensure corrections and rework are rare.
• Keep Advisors informed on escalation status without being asked, setting the standard for proactive communication.

• Own the Pershing escalation path; determine what gets raised to the custodian and follow every issue through to resolution.
• Hold the custodian accountable on open items while maintaining a productive, collaborative partnership.
• Decide independently whether to answer a question directly, escalat[e]?? bring it to leadership with context and a recommendation.
• Manage Pershing access and entitlement administration for Advisors, their staff, and internal team members.

• Train and cross‑train the Operations team on Pershing so knowledge is shared, not siloed in one person.
• Build and maintain Pershing reference materials and procedures that stay current and are usable by the full team.
• Support Advisor transitions to or from Pershing, partnering with the Transitions team on data accuracy and account set‑up.

• Ensure Pershing account and household data is accurately reflected in Orion; identify discrepancies and drive corrections.
• Learn and support RFG’s other custodian relationships so the Operations team has reliable coverage across the board.
• Become a dependable backup on non‑Pershing custodial workflows within the first year.
• Collaborate daily with the Operations team and partner with Transitions and Compliance on escalations and edge cases.