Service Operations Associate ; Valley, MD

Job Summary

The Relationship Manager (RM) I is a strategic, client‑facing role within the Client Service department. The RM is designed to elevate the delivery of service excellence across the Wealth Management team. This role partners closely with Wealth Advisors to ensure that service commitments made to clients are implemented with precision, consistency, and care. This role is responsible for overseeing the execution of the firm’s service model, ensuring that client experiences align with the firm’s standards and values.

The Relationship Manager I plays a critical role in practice management, client retention, and business growth, serving as a key contributor to the success of the advisory team. This role offers a clear career path to Relationship Manager II and III, with increasing levels of strategic influence, leadership, and client engagement.

• Ensure the consistent delivery of service commitments made to clients, acting as a steward of the firm’s client experience standards.
• Manage service workflows and client touchpoints to ensure timely and accurate execution.
• Serve as a strategic liaison between clients and internal teams, resolving issues and identifying opportunities to enhance service delivery.
• Lead client follow‑up initiatives post‑meetings to ensure all action items are completed and documented.
• Other duties as assigned.

• Partner with Wealth Advisors to support client segmentation, service tiering, and strategic planning.
• Facilitate the implementation and refinement of the advisory team’s service model, including client communication strategies and engagement protocols.
• Track and report on client satisfaction metrics, service delivery KPIs, and retention trends.
• Collaborate with internal departments (e.g., financial planning, investment operations, compliance) to ensure alignment and efficiency.

• Identify opportunities to deepen client relationships through proactive outreach and strategic engagement.
• Support business development efforts by helping advisors prepare for prospect meetings and onboarding new clients.
• Maintain a pulse on client needs and preferences, surfacing insights that inform advisor strategy and firm initiatives.

• Strong understanding of wealth management processes and service models.
• Proven ability to manage complex client relationships and resolve issues effectively.
• Leadership and mentoring experience within a team environment.
• Excellent communication, organizational, and problem‑solving skills.
• Proficiency in CRM systems and workflow management tools.
• Strategic thinker and strong ability to influence and collaborate across teams.

This professional role requires availability during standard business hours of Monday through Friday from 8AM to 5PM. At times, the role may have early or late hours to meet business tasks and deadlines for external and internal client needs. All roles classified as a non‑exempt are required to record working time into the time‑keeping system daily at the start and end of each workday plus a 30‑minute unpaid lunch period.

This position may be in a professional office environment or a dedicated home office workspace which is free of interruptions. Whether the position is in a dedicated office space or home office workspace, basic technology needs will be provided to satisfy position requirements. Routine sitting and standing for periods of time. No heavy lifting over 10 lbs.

$68,000 - $80,000 USD

Mercer Advisors offers a competitive and robust benefit package to our employees. Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs.

• Company Paid Basic Life & AD&DD Insurance
• Company Paid Short‑Term and Long‑Term Disability Insurance
• Supplemental Life & ADⅅ Short‑Term Disability;
  Accident;
  Critical Illness; and Hospital Indemnity Insurance
• Three Cigna medical plans offerings including two High Deductible Health Plans and a Traditional Co‑Pay medical plan.
• Kaiser Medical plans available in…