Service Operations Associate (Walnut Creek, CA)

Merceradvisors; Walnut Creek (CA); Hybrid; USD 3,200,000 - 3,700,000; Full time

Benefits offered by this job

Life & AD&D Insurance

Disability Insurance

Health insurance

HSA contributions

Dental plans

Vision insurance

401(k) plan

Paid holidays

Paid time off

Parental Leave

Adoption assistance

Pet insurance

Job summary

Mercer Advisors is seeking a Service Operations Associate I to support the Client Service department. The role handles administrative and transactional tasks such as paperwork, money movement, account maintenance, and custodial interactions to ensure timely, accurate processing and regulatory compliance.

This position offers a clear path to Associate II and III with increasing responsibilities, and requires strong attention to detail, collaboration, and communication.

Qualifications

• High School diploma required; Bachelor’s degree preferred.
• Two to Four years of relevant financial services experience.
• Notary designation is a plus.
• Experience in an office environment with customer service is helpful.

Responsibilities

• Process client paperwork, forms, and documentation accurately.
• Execute money movement requests (wires, ACH transfers, journal entries) per policies.
• Monitor service requests in a central queue and escalate as needed.
• Maintain records in CRM and custodial platforms.
• Collaborate with Relationship Managers and Wealth Advisors to support service delivery.
• Ensure compliance and internal controls in operations.
• Participate in SOP documentation and process improvements.

Skills

Attention to detail

Verbal and written communication

Collaboration

Prioritization

Customer service mindset

Education

High School diploma; Bachelor's preferred

Tools

Salesforce

Microsoft Word

Microsoft Excel

Microsoft Outlook

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 (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.

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 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 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 roles classified as a non-exempt 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 which is free of interruptions. Whether position is in a dedicated office space or home office workspace, basic technology needs will be provided to satisfy position requirements. Routinely sitting and standing for periods of time.

Base Pay Range

$32—$37 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 offerings 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 either 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, any supplemental STD, plus Parental Leave (8 weeks) to provide time for recovery, baby bonding, and enjoying your family time.
• Adoption Assistance Reimbursement Program
• Company Paid Concierge Services for you and your loved ones for the spectrum of caring needs for your aging parents, young 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

We are not accepting unsolicited resumes from agencies and/or search firms for this job posting.

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