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Member Experience Specialist (Tues-Sat)

1 month, 1 week 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 11

Description

  • Serve as the primary point of contact for members across phone, email, and Zoom.
  • Provide high-touch, empathetic support and technical walkthroughs for complex financial processes.
  • Lead screen-share sessions to troubleshoot app issues and complete investment transfers in real time.
  • Proactively follow up with members on the status of money movements, rollovers, and account transfers.
  • Manage a high volume of member inquiries and ensure timely, clear resolution on every ticket.
  • Schedule and manage calls to maximize availability and create a smooth booking experience.
  • Document recurring member pain points and share feedback with Product teams.
  • Reach out to members with low CSAT or NPS scores to understand concerns and resolve issues.

Requirements

  • 2–3 years of experience in a high-volume, client-facing support role within financial services.
  • 2+ years of experience in a Registered Investment Advisor, Broker/Dealer, or Wirehouse.
  • Ability to build rapport quickly and put members at ease during complex technical processes.
  • Comfort using screen-sharing tools and Salesforce Service Cloud to diagnose issues and guide digital workflows.
  • Strong patience, resilience, and a member-first mindset.
  • Exceptional verbal and written English skills with the ability to explain complex brokerage terminology simply.
  • Self-starter who can own a member queue in a fast-paced, remote startup environment.
  • Preferred experience facilitating investment rollovers, ACH transfers, and ACAT transfers.
  • Preferred experience with messaging inboxes, ticketing platforms, and multi-channel support workflows.
  • Preferred experience providing professional support via Zoom or other video conferencing tools.

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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