Job Description:
The Job/What You'll Do:
AssetMark is hiring for a Learning Content and Knowledge Specialist on the Service Training Team to spearhead the development and implementation of innovative knowledge management strategies, aimed at enhancing the efficiency and scalability of service delivery, while maintaining the highest standards of content quality and customer self-service experience. We seek a hard-working, organized, creative professional with finance industry experience who will find an excellent opportunity to achieve recognition and reap the rewards of their efforts as a Learning Content and Knowledge Specialist for AssetMark.
In this role, you'll have the opportunity to showcase your initiative and results-driven mindset within our dynamic and supportive environment. You'll be instrumental in scaling our training strategy by creating and maintaining critical knowledge resources and managing learning content that propels the Service Team to excel in their roles and paves the way for their career advancement.
You will collaborate closely with organizational leaders to address their learning needs and ensure knowledge resources are up-to-date and effective. Ready to make a meaningful contribution to our team? If this sounds like a match for you, take the next step and apply today!
We can consider candidates for this position who are able to accommodate a hybrid work schedule and are close to our office location is either Concord, CA or Phoenix, AZ.
Responsibilities:
Knowledgebase Management:
- Manage overall Knowledge Program Health – article audit pass rate, KDE activity and training, dashboards, and reporting
- Develop and organize content, ensuring information is well-structured, categorized, and easily searchable
- Proactively identify areas for improvement in content, update accordingly, and recommend/implement enhancements to knowledge base platforms and processes
- Orchestrate the development of quality assurance processes for content updates and validation, fostering team accountability and engagement, leading to consistently high standards of content accuracy and reliability
- Stay informed about industry best practices in knowledge management and tag content with relevant keywords and metadata
- Provide training to team members and clients on using knowledge base resources effectively
- Serve as the primary resource for Knowledge Article Creation for product or program launches when Operations & Service SME/KDE does not exist
- Lead initiatives to create and provision externally accessible client-facing online self-service resources
- Collaborate with the AssetMark Knowledge Domain Experts (KDEs) and Service Analysts to ensure knowledge is effectively captured in our Salesforce Knowledgebase
Learning Content Management:
- Management of online content of enterprise LMS; uploading content, assigning, tracking and management of courses for internal and external clients
- Provide Service Managers scalable resources to reinforce service training accountability and continued development through on-the-job learnings
- Collaborate with SMEs to collect, analyze, and learn operational processes, procedures, and policies and then assist with transferring that information into course content as appropriate to learning objectives
- Participate in creating and implementing new training programs and/or initiatives
- Gather feedback, ideas, and process improvements from the team and work closely with Service Leaders and/or functional departments to implement
- Manage the end-to-end process of designing, developing, implementing, and evaluating effective training curriculum for internal and external clients
- Collaborate to develop and maintain scalable training resources to solve for coaching needs, learning challenges, and knowledge assessments
- Recommend changes to existing courses, including technology or instructional methods, to better adhere to delivery options for the course
Additional Training Program Support:
- Develop and deliver training curriculum to support Associate’s career progression
- Work with Service Leaders to identify and prioritize critical and one-off training needs and create an ongoing training agenda and outlook for at least 90 days
- Collaborate with the Service Leadership Team and various business partners to help create, and facilitate trainings that are presented in person, virtual, or module-based
- Work with the Advisor Services Trainer to assist with in-person and virtual training as needed
- Demonstrates energy, enthusiasm, and passion with the ability to inspire others
- Seek to develop and maintain scalable training resources to solve coaching needs, learning challenges, and knowledge assessments
Knowledge, Skills, and Abilities:
- Familiarity with content management systems such as WordPress, Drupal, and Joomla
- Proficient with Microsoft Office suite, familiar with other technologies that support training, such as LMS, eLearning authoring tools, and distance learning tools
- Excellent oral and written communication, presentation, and facilitation skills in dealing with internal and external contacts
- Demonstrated ability to be organized and attention to detail
- Ability to manage complex projects and multiple priorities in a fast-paced environment at a high level of competence
Education & Experience:
- BA or BS (4-year degree) or Certification in Education, Curriculum Design, Adult Learning, Instructional Design, or related field
- Experience managing/creating/organizing learning and/or training content
- Proficiency in knowledge base software/tools (e.g., Salesforce Knowledge)
- Experience working in Salesforce
- Instructional Design experience across a variety of delivery channels (eLearning, blended, face-to-face, mobile, etc.) - preferred
- Experience working with Learning Management Systems - preferred
- Experience in using Articulate (authoring tools) and video editing software - preferred
- Experience Creating engaging learning activities and compelling course content with content-authoring tools such as Storyline, Rise and Camtasia - preferred
- Experience in Service Training - preferred
- Financial Services experience - preferred
Compensation: The Base Salary range for this position is between $55,000-$65,000.
This information reflects a base salary range that AssetMark reasonably expects to pay for the position based on a number of factors which may include job-related knowledge, skills, education, experience, and actual work location. This position will also be eligible for additional variable incentive compensation and competitive benefits.
Candidates must be legally authorized to work in the US to be considered. We are unable to provide visa sponsorship for this position.
#LI-CR1
#LI-hybrid
Who We Are & What We Offer:
AssetMark’s mission is centered around helping financial advisors make a difference in the lives of their clients. To help them do that, we aim to provide advisors with holistic support. We offer compelling technology that facilitates a better client experience, consulting services that ensure advisors’ businesses are running at their best and a comprehensive suite of investment solutions. AssetMark’s platform empowers advisors to provide the highest level of service possible to their clients.
AssetMark’s culture is driven by our mission and connected by our values; Heart, Integrity, Excellence and Respect. You will join a team that lives these values every day by doing the best and what is right in all we do and encouraging different ideas for continual success and innovation. Additionally, we offer a wide range of benefits to meet the needs of our team members and their families.
- Flex Time Off or Paid Time/Sick Time Off
- 401K – 6% Employer Match
- Medical, Dental, Vision – HDHP or PPO
- HSA – Employer contribution (HDHP only)
- Volunteer Time Off
- Career Development / Recognition
- Fitness Reimbursement
- Hybrid Work Schedule
As an Equal Opportunity Employer, AssetMark is committed to building a diverse and inclusive workplace where everyone feels valued.
