Senior Operations Associate

About the Role:

Root Financial is seeking a sharp, detail-driven Senior Operations Associate to join our team. Reporting directly to our Operations Manager, this role serves as a crucial operational backbone for the firm. You will own request triage, platform administration, fee billing cycles, and workflow quality assurance to keep our advisors supported and our client operations running seamlessly behind the scenes.

What You'll Do:

- Internal Triage & Operations Support: Own the first pass on every submission across our internal operations and compliance support queue, resolving requests or routing them within department SLAs while maintaining the high response quality that keeps advisors trusting the queue.

- HubSpot Administration & Workflow: Maintain platform integrity by regularly auditing workflow errors, building custom email segments, supporting workflow quality assurance, executing property cleanups, and managing user setup and data updates for the team.

- Onboarding Coordination & Communications: Coordinate the back-end execution of client onboarding, including agreement distribution, document archiving, and billing setup, while monitoring our general email inbox along with incoming phone and text communications.

- Billing & Invoicing Execution: Run monthly and quarterly fee invoicing in HubSpot, follow up on past-due accounts, and manage the projected billing fee review cycles, including cash balance follow-ups.

- Custodial & Platform Administration: Set up client accounts, portfolios, and relationships in Black Diamond and Altruist to support accurate performance reporting and fee billing.

Success Metrics:

- Triage & SLA Accuracy: High-accuracy request routing, prompt resolution within department SLAs, and strong advisor trust in the queue.

- Billing & Data Precision: Error-free execution of monthly/quarterly invoicing, client setup in Black Diamond/Altruist within target turnarounds, and accurate assignment of fee billing structures.

- Workflow Integrity: Minimal workflow error rates in HubSpot and high execution quality on standard advisory documentation.

- Operational Growth & Ownership: Anticipate operational needs before being asked, handle complex and ambiguous support queue requests as capably as routine ones, and leverage a strong mastery of core systems to recommend real process improvements.

Who We're Looking For:

- Financial Services Experience: Prior experience in operations, back-office support, or detail-heavy data processing within wealth management or financial services.

- Systems & Data Aptitude: Experience or high comfort level navigating CRMs, custodial tech, e-signature tools, or performance reporting platforms (experience with HubSpot, Black Diamond, Schwab, and/or Altruist is a major plus).

- Obsession with Detail & Accuracy: A track record of catching small errors before they cause downstream issues and managing sensitive financial data carefully.

- Triage & Task Management: Ability to prioritize a full queue under competing deadlines while maintaining high responsiveness and clear communication with internal stakeholders.

- Service Mindset: Pride in behind-the-scenes execution and a clear understanding of what "service" means when supporting advisors and clients who may rarely see your work directly.

What We Offer:

- Competitive pay, based on experience. This role will be hired as an Associate or Senior Associate:

- Associate: base starting at $85,000, eligible for a 10% annual bonus

- Senior Associate: base starting at $95,000, eligible for a 15% annual bonus

- 5% 401(k) match

- Health insurance, vision, dental, long-term disability, and life insurance

- Completely remote work and flexible schedules

- Unlimited PTO policy

- Parental leave

- Root Reset Days: Take the last Friday of every month off to recharge

- Lifestyle Spending Account for wellness and other benefits

Why Root Financial:

Root Financial is committed to developing team members into knowledgeable, skilled professionals. You'll be part of a collaborative, supportive environment that values growth, operational excellence, and clear systems. This is your opportunity to become part of a forward-thinking company and build a long-term operational career supporting our advisors and client infrastructure.

If you're ready to take ownership of operational workflows and grow with Root Financial, apply today!