Service Operations Associate (Denver, Boulder, Fort Collins - CO)

About the role

Mercer Advisors is seeking a Service Operations Associate I, a critical operational role within the Client Service department. This centralized team executes administrative and transactional functions that support the firm’s service delivery, ensuring timely and accurate processing of client requests including paperwork, money movement, account maintenance, and custodial interactions. While not client-facing, this role plays a vital part in maintaining operational excellence, regulatory compliance, and service consistency. The position offers a clear career path to Service Operations Associate II and III, with increasing levels of complexity, ownership, and leadership within operations.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Perform other duties as assigned.

Requirements

• High School diploma; Bachelor’s degree highly preferred.
• Two to four years of related experience in the financial services industry.
• Prior experience working in an office environment with a customer service focus is helpful.
• Notary designation is a plus.

Skills

• Ability to prioritize in a fast-paced environment while maintaining client focus and attention to detail.
• Strong collaboration and relationship-building skills, both internally and externally.
• Excellent verbal and written communication skills.
• Proficiency in MS Word, Excel, and Outlook; prior use of CRM systems (e.g., Salesforce) is 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 8 AM to 5 PM. At times, early or late hours may be required to meet business tasks and deadlines for external and internal client needs. All non-exempt roles must record working time daily, including a 30-minute unpaid lunch period.

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 for incentive compensation.

Base Pay Range: $27 - $31 USD

Benefits

• Company-paid basic life and AD&D insurance.
• Company-paid short-term and long-term disability insurance.
• Supplemental insurance options: life & AD&D, short-term disability, accident, critical illness, and hospital indemnity.
• Three Cigna medical plan options, including two High Deductible Health Plans (HDHP) and a traditional co-pay plan.
• Kaiser medical plans available in California.
• Health Savings Account (HSA) with company contributions if enrolled in an HDHP.
• 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 short-term disability, supplemental short-term disability (if applicable), and Parental Leave (8 weeks).
• Adoption Assistance Reimbursement Program.
• Company-paid concierge services for caregiving needs (e.g., aging parents, young children).
• 401(k) Retirement Plan with Traditional and Roth options, per-pay-period match, and after-tax contributions.
• Pet insurance.
• Personalized financial planning and guidance from Mercer Advisors professionals at preferred employee pricing.