Member Experience Specialist

🕒 June 24

🇺🇸 United States – Remote

💵 $60k - $75k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 32%

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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 for members, providing professional and empathetic support across phone, email, and live video (Zoom) • Lead members through screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real time • Maintain a rigorous follow-up cadence by proactively calling and emailing members with status updates on money movements • Manage a high volume of member inquiries with a focus on responsiveness, clarity, and closing the loop on every ticket • Strategically manage the schedule to maximize availability for member calls and ensure a frictionless booking experience • Document common pain points discovered during live interactions and collaborate with Product teams to solve them • Proactively contact members reporting less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve concerns

🎯 Requirements

• 2–3 years of experience in a high-volume, client-facing support role within financial services (Phone/Zoom/Email) • 2+ years of experience working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse • Natural ability to build rapport quickly over the phone and put members at ease during complex technical processes • Comfortable using screen-sharing tools and help desk software (Salesforce Service Cloud) to diagnose issues and guide members through digital workflows • Patient, resilient, and driven by a member-first mindset • Exceptional verbal and written English skills, with the ability to explain complex brokerage terminology in simple, actionable terms • Self-starter who takes ownership of their member queue and thrives in a fast-paced, remote startup environment • Specific experience facilitating investment rollovers, ACH, and ACAT transfers • Mastery of messaging inboxes, ticketing platforms, and multi-channel support workflows • Experience conducting professional face-to-face support via Zoom or other video conferencing tools • Exceptional time management skills with the ability to balance live calls with administrative follow-ups

🏖️ Benefits

• $60,000-$75,000 base salary + 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

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