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Member Experience Service Specialist

1 month ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
Facet

Facet

Facet provides unbiased, personalized, and affordable financial planning services for every facet of life. Their certified financial planners offer advice on financial planning, retirement planning, investing, and more. From starting a business to buyi...

Capital Markets
251-1K
$58M raised
View All Jobs 13

Description

  • Serve as the frontline contact for member support across phone, email, chat, and live video.
  • Manage a high volume of inquiries with a strong focus on responsiveness, clarity, and follow-through.
  • Provide live technical walkthroughs and guidance on platform navigation, billing structures, and investment support workflows.
  • Optimize scheduling and availability for live member calls to ensure a seamless booking experience.
  • Document recurring member pain points and share insights with Product and Engineering teams.
  • Proactively contact members who reported low CSAT or NPS scores to recover the service experience.
  • Build trust and rapport with members during complex technical or financial conversations.
  • Close the loop on each interaction and ensure members feel confident using the service.

Requirements

  • 2–3 years of experience managing a high-volume queue in a client-facing support role.
  • Experience supporting members or clients via phone, Zoom, and email.
  • Experience with a Registered Investment Advisor (RIA), Broker-Dealer, or Wirehouse is preferred.
  • Ability to build rapport quickly and communicate effectively in complex conversations.
  • Confidence using screen-sharing tools and help desk software, including Salesforce Service Cloud.
  • Ability to translate brokerage terminology and investment concepts into simple, actionable terms.
  • Resilient, self-directed mindset with strong ownership of a queue.
  • Ability to thrive in a fast-paced, fully remote environment.

Benefits

  • $60,000–$75,000 base salary plus bonus.
  • Equity.
  • Flexible PTO.
  • Medical, dental, and vision insurance.
  • 401(k) with employer match.
  • Short- and long-term disability coverage paid by Facet.
  • Life insurance options.
  • Paid parental leave.
  • Certification reimbursement program.
  • Work from anywhere in the US.

Interested in this position?

Apply directly on the company website

Apply Now

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