Service Operations Associate (Denver, CO)

Merceradvisors; Boulder (CO); On-site; USD 38,572 - 45,460; Full time

Benefits offered by this job

401(k) Retirement Plan

Health Savings Account with company contributions

Paid parental leave

Personalized financial planning

Pet Insurance

Generous paid time off

Job summary

Merceradvisors is seeking a Service Operations Associate I located in Boulder, Colorado. This critical role involves executing administrative and transactional functions essential for client service delivery. The candidate will ensure timely processing of client requests and coordinate with various teams to maintain operational excellence.

The position offers a clear career path to Service Operations Associate II and III, with increasing levels of responsibility and complexity. High attention to detail and effective collaboration skills are key to success in this role.

Qualifications

• Minimum of two years of job-related experience required.
• Experience in the financial services industry preferred.
• Prior customer service experience in an office environment helpful.

Responsibilities

• Process client paperwork and financial transactions.
• Coordinate with custodians to resolve operational issues.
• Maintain detailed transaction records.

Skills

Attention to detail

Client focus

Verbal communication skills

Written communication skills

Collaboration

Proficient in MS Word, Excel, and Outlook

Education

High School diploma

Bachelor's degree (preferred)

Tools

Salesforce (CRM system)

Job description

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 function by handling 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

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 such as compliance, financial planning, and 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.

Career Path & Growth

• Service Operations Associate II: increased ownership of complex transactions, custodial relationships, and process improvement initiatives.
• Service Operations Associate III: leadership within the operations team, mentoring junior associates, and driving strategic operational enhancements.

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 experience 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 communication skills a must.
• Strong MS Word, Excel, and Outlook skills required; prior use of CRM system (Salesforce) a plus.
• Strong desire for continuous self‑learning and professional growth.

Work Schedule

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 non‑exempt roles are required to record working time into the timekeeping system daily at the start and end of each workday plus a 30‑minute unpaid lunch period.

Working Conditions

This position may be in a professional office environment or a dedicated home office workspace free of interruptions. Regardless of location, basic technology needs will be provided to satisfy position requirements. The job may involve routine sitting and standing for periods of time.

Base Pay Range

$28 – $33 USD

Benefits

• Company Paid Basic Life & AD&D Insurance
• Company Paid Short‑Term and Long‑Term Disability Insurance
• Supplemental Life & AD&D; Short‑Term Disability; Accident; Critical Illness; and Hospital Indemnity Insurance
• Three Cigna medical plans including two High Deductible Health Plans and a Traditional Co‑Pay medical plan.
• Kaiser Medical plans available in California
• Health Savings Account (HSA) with company contributions if enrolled in a HDHP medical plan.
• Two comprehensive Dental Plans
• Vision Insurance Plan
• Dependent Care Savings Account for child and dependent care.
• 14 Company Paid Holidays including a full week off at Thanksgiving.
• Generous paid time off program for vacation and sick days
• Employee Assistance Plan
• Family Medical Leave
• Paid Parental Leave (8 weeks)
• Maternity benefits utilizing company paid STD, supplemental STD, and Parental Leave (8 weeks).
• Adoption Assistance Reimbursement Program
• Company Paid Concierge Services for you and your loved ones for care needs of aging parents, children, life's challenges and more.
• 401(k) Retirement Plan with both Traditional and Roth plans with per pay period match as well as an after‑tax option.
• Pet Insurance
• Personalized financial planning and guidance from Mercer Advisors professionals, offered at preferred employee pricing.

Equal Opportunity Statement

Mercer Advisors is an equal opportunity employer and does not discriminate on the basis of any characteristic protected by applicable federal, state, or local law. Mercer Advisors participates in E‑Verify and complies with federal employment eligibility verification requirements.

Accommodation Requests

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Applicant Notices and Employment Rights

For information about applicant rights, required employment notices, E‑Verify participation, and state specific disclosures, please review Applicant Notices and Employment Rights.