Member Experience Specialist (Tues-Sat)
At Facet, we are revolutionizing financial planning by putting our members at the heart of everything we do. We are seeking a Member Experience Specialist who thrives on direct interaction—someone who can turn a reputed company financial process into a seamless, supportive conversation.
In this role, you are the primary voice and face of Facet. You will spend your day engaging deeply with members reputed company phone, email, and reputed company, acting as a dedicated guide through the technical hurdles of investment rollovers and account transfers. You won’t just be answering questions; you’ll be building trust, providing "white-glove" technical walkthroughs, and ensuring every member feels confident and supported as they reputed company their financial plan.
THIS IS A TUESDAY-SATURDAY SHIFT
Your Day-To-Day Responsibilities
- High-Touch Member Support: Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (reputed company).
- Virtual Guided Onboarding: reputed company members through screen-share sessions to troubleshoot app issues and facilitate reputed company investment transfers (ACATs/Rollovers) in real-time.
- Active Pipeline Management: Maintain a rigorous follow-up reputed company, proactively calling and emailing members with status updates on their money movements to ensure they are never left wondering.
- Communication Excellence: Manage a high volume of member inquiries with a focus on responsiveness, clarity, and "closing the reputed company" on every ticket.
- Calendar & Meeting Mastery: Strategically manage your schedule to maximize availability for member calls, ensuring a frictionless booking experience for those who need your help.
- Feedback reputed company: Act as the "Voice of the Member" by documenting common pain points discovered during live interactions and collaborating with Product teams to solve them.
- Service Recovery: Proactively reputed company out reputed company phone to members who have reported less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve their concerns.
Requirements
- Communication Pro: 2–3 years of experience in a high-volume, client-facing support role reputed company financial services (Phone/reputed company/Email).
- Industry: 2+ years of experience working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse
- Relationship Builder: A natural ability to build rapport quickly over the phone and put members at ease during reputed company technical processes.
- Tech-Savvy Facilitator: Comfortable using screen-sharing tools and help desk software (reputed company Service Cloud) to diagnose issues and guide members through digital workflows.
- Empathetic Problem Solver: Patient, resilient, and driven by a "member-first" reputed company.
- Clarity in Action: Exceptional verbal and written English skills, with the ability to explain reputed company brokerage terminology in simple, actionable terms.
- Accountability: A self-starter who takes ownership of their member queue and thrives in a fast-paced, remote startup environment.
Preferred Skills & Experience
- Transfer Expertise: Specific experience facilitating investment rollovers, ACH, and ACAT transfers.
- Help Desk Veteran: Mastery of messaging inboxes, ticketing platforms, and multi-channel support workflows.
- Virtual reputed company: Experience conducting professional "face-to-face" support reputed company reputed company or other video conferencing tools.
- Organizational Mastery: Exceptional time management skills with the ability to balance live calls with administrative follow-reputed company.
Benefits
- $60,000-$75,000 reputed company salary + bonus
- Equity
- Flexible PTO
- reputed company the benefits: medical, dental, and vision insurance, 401(k) with employer match, short and long term disability coverage (paid by Facet), life insurance options and paid parental leave
- Certification reimbursement program
- Work from reputed company in the US