Service Operations Associate; Walnut Creek, CA

Service Operations Associate (Walnut Creek, CA)

Walnut Creek

For more than 40 years, Mercer Advisors has been helping families amplify and simplify their financial lives by integrating financial planning, investment management, business management, tax, estate, insurance, and more, all managed by a single team. We deliver the kind of comprehensive care once reserved for only the wealthiest households.

Today, we serve over 31,300 families across 90+ cities across the U.S. Ranked the #1 RIA Firm in the nation by Barron's for two consecutive years, Mercer Advisors is an independent fiduciary legally bound to act in our clients' best interests — always.

Mercer Advisors offers a workplace that stands apart in the financial industry. More than half of our employees and client-facing professionals are women, reflecting the clients we serve. With a flexible, national footprint, we build our teams around exceptional talent — wherever they are.

Join us and help families amplify and simplify their financial lives with confidence.

Job Summary:

The Service Operations Associate I is a critical operational role within the Client Service department, responsible for executing the administrative and transactional functions that support the firm's service delivery. This centralized team works from a shared queue to ensure timely and accurate processing of client requests, including paperwork, money movement, account maintenance, and custodial interactions. This role is designed to complement the Relationship Manager (RM) function by handling the behind-the-scenes execution that enables a seamless client experience.

While not client-facing, the Service Operations Associate I plays a vital role in maintaining operational excellence, regulatory compliance, and service consistency. This position offers a clear career path to Service Operations Associate II and III, with increasing levels of complexity, ownership, and leadership within the operations function.

Essential Job Functions for this role include:

• Operational Execution:
  Process client paperwork, forms, and documentation with accuracy and efficiency.
• Execute money movement requests, including wires, ACH transfers, and journal entries, in accordance with firm and custodial policies.
• 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 (e.g., compliance, financial planning, 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 (SOPs).
• Support training and onboarding of new team members as needed.

Knowledge, Skills, & Abilities:

Education:

High School diploma with a Bachelor's degree highly preferred

Experience:

Two to Four years of job related experience

Financial services industry required

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

Certifications:

Notary designation a plus

Job

Skills:

Ability to prioritize in a fast-paced environment while maintaining client focus and demonstrating attention to detail

Enjoy collaborating and building positive relationships internally with co-workers and externally with clients and business vendors

Excellent verbal and written communications skills a must

Strong MS Word, Excel, and Outlook skills required; prior use of CRM system (Salesforce) a plus

Strong desire for…