Advisor Service Associate (Customer Success/Customer Support)

Job Description

Job Description

Why Great Gray Group & RPAG?

RPAG is a wholly owned subsidiary of Great Gray Group, LLC. Acquired in 2024, RPAG hosts the industry’s leading retirement plan practice management platform. Designed for elite advisors and institutions, our goal is to create successful outcomes by protecting plan fiduciaries and engaging plan participants. Our efficient and scalable technology platform provides our members with actionable insights, allowing them to make data-driven decisions for their retirement plan clients.

At Great Gray Group, we strive to set the bar for the retirement services industry. Our goal is to deliver advanced retirement solutions that combine our core fiduciary services with robust investment options, innovative technology, and dedicated client service. We focus on making choices clearer, transitions smoother, and the client experience more delightful. Complacency isn't in our vocabulary. Every day, we look for opportunities to better serve our clients, be an excellent business partner, and earn the trust of those who rely on us.

The Role

RPAG is looking to add an Advisor Service Associate on our Customer Support team . This is a customer-facing role responsible for providing a best-in-class service experience for our retirement plan advisor clients. Strong communication skills are a must, as the role includes building and maintaining working relationships with team members, vendors and other departments throughout the organization.

Please note - this role works a Mon-Fri shift from 7:30AM PT - 4:30PM PT

 

Location

This position will work from our Las Vegas, NV office. Great Gray Group currently supports a hybrid work model with 4 days onsite, and 1 day remote.

Visa sponsorship or transfer of an existing visa is not available for this position. Applicants must be authorized to work directly for any employer in the United States without visa sponsorship or transfer.

Responsibilities 

· Field and respond to inbound phone calls and email correspondence regarding our proprietary Advisor Web Portal

· Effectively and succinctly engage with clients (financial advisors) to communicate the features and value-add functionality included in the Advisor Portal

· Lead advisor onboarding activities and implementations as well as serve as the main point of contact for new advisor clients once established

· Conduct demonstrations and trainings on new technology features and technology capabilities, both in virtually and in-person

· Ability to attend/travel to company events to interact with clients, conduct demos, and assist with event logistics/preparations (minimal travel is expected -approximately 1-2 weeks per year)

· Create and analyze fee and investment reports – interpret, communicate and make recommendations regarding findings

· Complete other related duties as assigned

Qualifications & Experience

· Bachelor’s degree

· 1-3 years of relevant work experience in the financial services or retirement/investment planning industry

· Proficient use of applicable technology including our client web portal

· Strong customer service orientation and ability to build relationships and trust with internal and external clients and other key stakeholders

· Strong communication skills when working with clients, peers, senior management, team members and vendors

· Ability to manage multiple projects and deliverables simultaneously

· Excellent written/verbal communication skills and use of grammar

· Excellent organizational skills and attention to detail – timely and accurate follow-up is key!

· Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively

· Commitment to culture requires a demonstration of professionalism, attendance, accountability, customer/client focus, and teamwork

Benefits

We have a comprehensive and competitive benefits package at Great Gray. Some of the highlights are:

· Be an integral part of a high-growth organization!

· Competitive compensation package

· Group medical, dental and vision insurance

· Employer-paid life and disability insurance

· Annual well-being stipend

· Eligible employees may also contribute to a 401(k) plan with an advantageous employer contribution model, upholding our mission to support our employees in retirement

Company Background 

Great Gray is the leading independent provider of trustee and administrative services to Collective Investment Trusts (“CITs”), with over $370 billion in CIT assets under management, across more than 1,020 funds. We proudly work with more than 80 subadvisors, including leading firms such as AllianceBernstein, American Funds, BlackRock, Franklin Templeton, MetLife, Neuberger Berman, PGIM, PIMCO and Raymond James.

CITs are more than just an investment vehicle. They represent a forward-thinking approach to retirement planning. These tax-exempt, pooled investment vehicles are offered to employer-sponsored retirement plans, like 401(k)s. CITs are comparable to mutual funds, but, because they are tailored for the institutional retirement market, they can offer distinct advantages, including efficient administration and cost-effectiveness. CITs have a history dating back over 90 years; but they have gained favor over the past decade, driven by innovations, and Great Gray has been at the forefront.

Great Gray has consistently delivered year-over-year growth at an above market rate and is investing in the continued development of its core CIT business as well as complementary administrative services and technology solutions for the retirement market.

Madison Dearborn Partners (“MDP”) purchased Great Gray from Wilmington Trust in April 2023. As a result, Great Gray is an independent company owned by funds affiliated with MDP.

Investor Background 

MDP is a leading private equity investment firm based in Chicago. Since MDP's formation in 1992, the firm has raised aggregate capital of over $37 billion and has completed over 160 platform investments across nine flagship funds. MDP invests across five dedicated industry verticals, including financial services, healthcare, technology and government services.

Equal Employment Opportunity Policy

Great Gray Group, LLC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status or other non-merit factor.

Accommodation Statement

Great Gray is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply and compete for jobs. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or need to request an accommodation for any part of our application or interview process, please contact us at: View email address on us.fitly.work