Senior Operations Specialist

Job Location:
Montclair, NJ (In-Person, Full-Time Role)

RMR Wealth is seeking a highly motivated, Senior Operations Specialist to serve as a lead point of contact for client service and account operations within the Personal Wealth Division. This individual will handle complex account servicing, custodial workflows, and client-facing operational issues, while also documenting processes, mentoring junior operations staff, and supporting the department’s day-to-day workflow.

What You'll Do

Client Service & Account Support

• Serve as a senior point of escalation for client service requests referred by advisors and junior operations staff, including account transfers, distributions, beneficiary changes, and account maintenance.
• Own resolution of complex or time-sensitive client service issues end-to-end, coordinating directly with clients, advisors, and custodians as needed.
• Monitor service-level turnaround for the team and flag issues before they affect the client experience.

Custodial Platform Operations (Fidelity & Schwab)

• Process and oversee account opening, transfers (ACAT), money movement, and account maintenance across Fidelity and Schwab platforms.
• Serve as the team's subject-matter expert on both custodians' operational workflows, systems, and forms, and act as primary liaison to custodian service teams.
• Identify and resolve exceptions, NIGO (not-in-good-order) items, and reconciliation discrepancies between custodial records and internal systems.
• Maintain accuracy and completeness of client and account data within Salesforce/Salentica, including workflows, activity tracking, and household relationships.
• Build and refine CRM workflows, templates, and reporting views that support the operations and advisory teams.
• Train and support junior staff on CRM data entry standards and best practices.
• Support billing, performance reporting, and account reconciliation processes within Black Diamond.
• Identify and correct data discrepancies between Black Diamond, custodial data feeds, and the CRM.

Process, Team Support & Documentation

• Document and maintain standard operating procedures (SOPs) for core operations workflows.
• Mentor and provide day-to-day guidance to junior operations staff, including reviewing their work for accuracy prior to submission.
• Identify opportunities to improve efficiency, reduce error rates, and streamline workflows across the department’s technology stack.
• Assist in onboarding and training new operations hires.

Compliance & Risk Coordination

• Ensure account servicing and documentation practices comply with firm policy and applicable regulatory requirements for a federally registered RIA.
• Escalate potential compliance or supervisory concerns to the Chief Compliance Officer promptly.
• Maintain accurate records to support books-and-records and audit requirements.

Qualifications

Required

• 3–5 years of experience in operations at an RIA, broker-dealer, or custodial/clearing environment, with direct, hands-on experience servicing accounts on Fidelity and/or Charles Schwab advisor platforms.
• Working fluency with Salesforce or Salentica CRM and with Black Diamond (or comparable portfolio reporting/performance platform).
• Strong working knowledge of Microsoft Office 365, particularly Excel and Outlook.
• Demonstrated ability to manage complex client service issues independently and with sound judgment.
• Excellent written and verbal communication skills, with the professionalism required for direct client and custodian contact.
• High attention to detail and comfort working within a compliance-driven environment.
• Bachelor’s degree in business, finance, or a related field.

Preferred

• Series 65 license (or willingness to obtain within an agreed timeframe).
• Prior experience training, reviewing, or informally leading the…