Member Experience Service Specialist

🔥 6 minutes ago

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Facet

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

We believe financial planning, when done right, is essential to living well. That’s why we created Facet. Our mission is to improve the lives of millions of Americans by offering impartial and invaluable financial advice and services at an affordable membership fee.

📋 Description

• Serve as the frontline expert, providing high-energy, professional, and empathetic support across phone, email, chat, and live video (Zoom). • Masterfully manage a high volume of member inquiries with a strict focus on responsiveness, clarity, and "closing the loop" on every single interaction. • Strategically optimize your calendar to maximize availability for live member calls, ensuring a seamless booking experience for those who need immediate help. • Actively document common user pain points discovered during live interactions, partnering with our Product and Engineering teams to solve issues at the root. • Proactively reach out to members who have reported less-than-ideal experiences (low CSAT/NPS) to actively listen, learn, and turn their experience around.

🎯 Requirements

• 2–3 years of experience managing a high-volume queue in a client-facing support role (via Phone, Zoom, and Email). • Experience working with a Registered Investment Advisor (RIA), Broker-Dealer, or Wirehouse is preferred. • A natural ability to build rapport quickly over the phone, putting members at ease even during complex technical or financial conversations. • Confident using screen-sharing tools and modern help desk software (Salesforce Service Cloud) to diagnose digital workflows and guide members in real time. • Ability to translate complex brokerage terminology and investment concepts into simple, actionable terms for the everyday consumer. • A resilient, self-started mindset. You take extreme ownership of your queue and thrive in a fast-paced, fully remote environment.

🏖️ Benefits

• $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