Advisor Service Associate (Customer Success/Customer Support)

Great Gray Trust Company; Las Vegas (NV); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Group medical, dental and vision

Employer-paid life and disability

401(k) plan with employer contribution

Job summary

Great Gray Group in Las Vegas is seeking an Advisor Service Associate for our Customer Support team. This client‑facing role delivers a best‑in‑class service experience for retirement plan advisor clients, requiring strong communication and the ability to build trusted relationships with colleagues, vendors and internal groups.

The position follows a Mon–Fri schedule 7:30 AM–4:30 PM PT, with a hybrid work model (4 days onsite, 1 day remote).

Qualifications

• 1–3 years of relevant work experience in financial services or retirement planning.
• Proficient use of our Advisor Web Portal and related technology.
• Strong written and verbal communication with clients and internal stakeholders.
• Excellent organizational skills and attention to detail.

Responsibilities

• Field and respond to inbound calls and emails from retirement plan advisor clients.
• Demonstrate features and value of the Advisor Portal and assist with onboarding.
• Lead advisor onboarding and serve as main contact for new advisor clients.
• Conduct virtual and in-person demonstrations and trainings on technology features.
• Travel minimally for events, approx. 1–2 weeks per year.
• Prepare and analyze fee and investment reports; communicate findings and recommendations.
• Perform additional duties as assigned.

Skills

Customer service

Communication

Relationship building

Multi-tasking

Technical aptitude

Tools

Advisor Web Portal

Job description

The Role

RPAG is looking to add an Advisor Service Associate on our Customer Support team. This is a customer-facing role responsible for providing a best-in-class service experience for our retirement plan advisor clients. Strong communication skills are a must, as the role includes building and maintaining working relationships with team members, vendors and other departments throughout the organization.

Please note - this role works a Mon-Fri shift from 7:30AM PT - 4:30PM PT

Location

This position will work from our Las Vegas, NV office. Great Gray Group currently supports a hybrid work model with 4 days onsite, and 1 day remote.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities

• Field and respond to inbound phone calls and email correspondence regarding our proprietary Advisor Web Portal
• Effectively and succinctly engage with clients (financial advisors) to communicate the features and value-add functionality included in the Advisor Portal
• Lead advisor onboarding activities and implementations as well as serve as the main point of contact for new advisor clients once established
• Conduct demonstrations and trainings on new technology features and technology capabilities, both in virtually and in-person
• Ability to attend/travel to company events to interact with clients, conduct demos, and assist with event logistics/preparations (minimal travel is expected -approximately 1-2 weeks per year)
• Create and analyze fee and investment reports – interpret, communicate and make recommendations regarding findings
• Complete other related duties as assigned

Qualifications & Experience

• 1-3 years of relevant work experience in the financial services or retirement/investment planning industry
• Proficient use of applicable technology including our client web portal
• Strong customer service orientation and ability to build relationships and trust with internal and external clients and other key stakeholders
• Strong communication skills when working with clients, peers, senior management, team members and vendors
• Ability to manage multiple projects and deliverables simultaneously
• Excellent written/verbal communication skills and use of grammar
• Excellent organizational skills and attention to detail – timely and accurate follow-up is key!
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Commitment to culture requires a demonstration of professionalism, attendance, accountability, customer/client focus, and teamwork

We have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:

• Be an integral part of a high-growth organization!
• Competitive compensation package
• Group medical, dental and vision insurance
• Employer-paid life and disability insurance
• Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirement

Company Background

Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts (“CITs”), with over $370 billion in CIT assets under management, across more than 1,020 funds. We proudly work with more than 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James.

CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront.

Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market.

Madison Dearborn Partners (“MDP”) purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP.

Investor Background

MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $37 billion and has completed over 160 platform investments across nine flagship funds. MDP invests across five dedicated industry verticals, including financial services, healthcare, technology and government services.

Equal Employment Opportunity Policy

Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.

Accommodation Statement

Great Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us.