Service Operations Associate (Chicago, IL)

About the role

As a Service Operations Associate I, you will be 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 complements the Relationship Manager (RM) function by handling behind-the-scenes execution to enable a seamless client experience. While not client-facing, you will play 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.

Responsibilities

• 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.
• 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.
• Other duties as assigned.

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.

Requirements

• High School diploma; Bachelor’s degree highly preferred.
• 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 is helpful.
• Notary designation a plus.

Skills

• Ability to prioritize in a fast-paced environment while maintaining client focus and attention to detail.
• Strong collaboration skills and ability to build positive relationships internally and externally.
• Excellent verbal and written communication skills.
• Proficiency in MS Word, Excel, and Outlook; prior use of CRM system (Salesforce) a plus.
• Strong desire for continuous self-learning and professional growth.

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 non-exempt are required to record working time into the timekeeping system daily at the start and end of each workday, including 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. Basic technology needs will be provided to satisfy position requirements. Routinely involves sitting and standing for periods of time.

Pay

Actual base pay within this range will be based on factors including geographic location, relevant experience, education, skills, and licenses/certifications. This position is also eligible to earn incentive compensation through one of Mercer Advisors’ incentive compensation programs.

Base Pay Range: $24 - $28 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 (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)
• Adoption Assistance Reimbursement Program
• Company Paid Concierge Services for aging parents, young children, life’s challenges, and more
• 401(k) Retirement Plan with both Traditional and Roth plans, per pay period match, and an after-tax option
• Pet Insurance
• Personalized financial planning and guidance from Mercer Advisors professionals at preferred employee pricing