Why Work at Mercer Advisors?
For nearly 40 years, Mercer Advisors has worked with families to help them amplify and simplify their financial lives. How? By integrating expertise in financial planning, investment management, tax, estate, insurance, and more, all managed by a single team. Today we proudly serve over 31,200 families in more than 90 cities across the U.S. We are an independent, national fiduciary committed to always working in our clients’ best interests.Mercer Advisors offers a distinct work environment that we believe stands out in the financial industry.
Our overall employee base and client-facing team are composed of 50% women, reflecting our commitment to diversity. We attract top talent from across the country, with no formal headquarters and flexible working arrangements, allowing us to assemble the best team possible.Join us and be a part of a team dedicated to making a meaningful impact on the financial lives of families across the country.
Job Summary:
The Manager, Product Support will be a player-coach responsible both to lead the team supporting Mercer’s technology Stack and to support users directly. The successful candidate will work closely with management to form business cases predicated on data to grow the team to maintain high quality support and work/life balance for all team members. Additionally, this role will also be responsible to build and optimize support workflows across the support team. This will include establishing a series of metrics to monitor the effectiveness and efficiency of workflows, identify key workflows build or optimize, make recommendations, and implementing as required.
The successful candidate with be adept at collaborating across the support team to ensure comprehensive consideration and successful change management.User support includes general inquires, troubleshooting, report generation, enhancements, training where necessary, and data feed maintenance and support. The role serves as the technical point of contact between internal users and the Development team/Product Managers for our Wealth Solutions systems. Success in this role is creating a great user experience and being able to provide solutions quickly and effectively to our users.This role provides excellent opportunity for career acceleration and advancement to many areas within the company including Product, Technology, Wealth Management, and Investment Operations.
Essential Job Functions:
- Team Leadership
- Drive the hiring and training of effective support team members
- Monitor team performance to maintain high quality support and to balance workload
- Coach and support team members with humility
- Collaborate with team members to optimize SLAs and workflow effectiveness as required
- Concierge Level Service & Communication
- Deliver an excellent experience to our users while helping them navigate our platforms, answer questions that they have and fix issues they are facing within predefined SLAs.
- Communicate with Product Managers, the Development team, and fellow support team members on user challenges and new ideas for enhancements to drive a better User Experience
- Communicate updates to Wealth Management Teams and/or leadership as appropriate.
- Knowledge of Mercer Advisors Technology
- Fundamental knowledge of our technology and processes
- Knowledge of Zoom and working in a phone queue system
- Proficiency with managing Salesforce records and creating reports within Salesforce.
- Familiarity with Box, DocuSign and eMoney
- Working knowledge of portfolio management systems, such as Envestnet and Orion
- Knowledge of Yodlee and Account Aggregation tools
- Stay up to date on product and system enhancements.
- Maintain Efficient Process & Workflows
- Create documentation around current workflows, processes and bug fixes.
- Provide recommendations on process improvements to continually enhance our products and improve the user experience.
Required Knowledge, Skills and Abilities:
- High School Diploma required; bachelors strongly preferred.
- 5 to 7 years of technical support or Help Desk Experience a plus.
- 5 to 7 years of Customer Service Experience a plus
- Proven Leadership and Coaching capability
- Demonstrable problem-solving experience and skills
- Exceptional client service mindset
- Strong communication skills and highly collaborative approach
- Organized and detail oriented.
- Ability to manage and prioritize multiple tasks.
- Excellent communication, analytical and organizational skills
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.
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. No heavy lifting over 10 lbs. Travel assumed up to 10% of the time.
Benefits:
Mercer Advisors offers a competitive and robust benefit package to our employees. Our benefit programs are focused on meeting all of our employees and their eligible dependents health and welfare needs. We offer the following:
- 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 medical plans offerings including two High Deductible Health Plans and a Traditional Co-Pay medical plan.
- Health Savings Account (HSA) with company contributions on a per pay period basis 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 with 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 (6 weeks)
- Maternity benefits utilizing company paid STD, any supplemental STD, plus Parental Leave (6 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
- Pet Insurance
We are not accepting unsolicited resumes from agencies and/or search firms for this job posting.
Mercer Advisors provides equal employment opportunity to all applicants and employees without regard to age, color, disability, gender, marital status, national origin, race, religion, sexual orientation, gender identity and expression, physical or mental disability, genetic predisposition or carrier status, or any other characteristic protected by law in accordance with all applicable federal, state, and local laws. Mercer Advisors provides equal employment opportunity in all aspects of employment and employee relations, including recruitment, hiring, training and development, promotion, transfer, demotion, termination, layoff, compensation, benefits, and all other terms, conditions, and privileges of employment in accordance with applicable federal, state, and local laws.
