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Member Experience Specialist

4 weeks ago
United States
Full-time
Junior
Customer Success
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 empathetic, professional, high-touch support for complex member issues and questions.
  • Lead screen-share sessions to troubleshoot app issues and complete investment transfers in real time.
  • Proactively follow up with members on the status of their money movements and open cases.
  • Manage a high volume of inquiries and close the loop on every ticket with clear communication.
  • Schedule and manage availability to support member calls and create a smooth booking experience.
  • Document recurring member pain points and share feedback with Product teams.
  • Reach out to members with low satisfaction scores to understand and resolve service concerns.

Requirements

  • 2–3 years of experience in a high-volume, client-facing support role within financial services.
  • 2+ years of experience working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse.
  • Ability to build rapport quickly and support members through complex technical processes.
  • Comfort using screen-sharing tools and Salesforce Service Cloud or similar help desk software.
  • Strong patient, resilient, member-first problem-solving approach.
  • Exceptional verbal and written English skills with the ability to explain complex brokerage terms simply.
  • Self-starter who can own a member queue in a fast-paced, remote startup environment.
  • 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 Zoom or video-based support (preferred).
  • Strong time management skills balancing live calls and administrative follow-ups (preferred).

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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