Member Experience Specialist

🕒 Junho 24

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Facet

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2016

Acreditamos que o planejamento financeiro, quando bem feito, é essencial para viver bem. É por isso que criamos a Facet. Nossa missão é melhorar a vida de milhões de americanos oferecendo conselhos e serviços financeiros imparciais e inestimáveis a um valor acessível de associação. Divulgações: https://facetwealth.com/legal-documents/social-media-disclosure/

Descrição

• High-Touch Member Support: Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (Zoom). • Virtual Guided Onboarding: Lead members through screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real-time. • Active Pipeline Management: Maintain a rigorous follow-up cadence, 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 loop" 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 Loop: 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 reach out via phone to members who have reported less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve their concerns.

🎯 Requisitos

• Communication Pro: 2–3 years of experience in a high-volume, client-facing support role within financial services (Phone/Zoom/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 complex technical processes. • Tech-Savvy Facilitator: Comfortable using screen-sharing tools and help desk software (Salesforce Service Cloud) to diagnose issues and guide members through digital workflows. • Empathetic Problem Solver: Patient, resilient, and driven by a "member-first" mindset. • Clarity in Action: Exceptional verbal and written English skills, with the ability to explain complex 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 Presence: Experience conducting professional "face-to-face" support via Zoom or other video conferencing tools. • Organizational Mastery: Exceptional time management skills with the ability to balance live calls with administrative follow-ups.

🏖️ Benefícios

• $60,000-$75,000 base salary + bonus • Equity • Flexible PTO • All 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 anywhere in the US