Full-Time Member Experience Specialist
Facet is hiring a remote Full-Time Member Experience Specialist. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
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At Facet, we're revolutionizing financial planning by prioritizing exceptional member experiences. As a Member Experience Specialist, you'll expertly resolve billing and technical inquiries, guiding members through complex investment rollovers and transfers across various platforms.
Your day-to-day responsibilities include:
- Providing timely, professional, and friendly customer support
- Honing investment knowledge, brokerage procedures, and terminology to assist with transfers
- Ensuring high-quality member interactions with thorough preparation, delivery, and follow-up
- Providing timely status updates on transfers, rollovers, and funding requests
- Diagnosing and resolving customer questions and application issues
- Excellent member management including communication, documentation, and follow-through in required systems (e.g., Salesforce Service Cloud)
- Cataloging and escalating common issues to product and engineering teams
- Managing multiple member requests and meetings simultaneously
- Proactively scheduling meetings during high demand
- Following up with members with low CSAT/NPS scores to address concerns
- Communicating member needs to the team to improve processes
Requirements:
- 2-3 years related experience in financial services technical support
- Availability to work rotating schedule until 8 PM EST/5 PM PST
- Analytical and data-oriented approach to problem-solving
- Strong communication skills (verbal/written English)
- Patience, empathy, and a positive attitude
- Strong work ethic and problem-solving skills
- Tech-savvy and eagerness to learn new tools and systems
- Flexibility to work in a start-up environment
Preferred Skills & Experience:
- Experience supporting investment account rollovers, transfers
- Experience with messaging inboxes and help desk ticketing platforms
- Experience with phone support and chat/screen share walkthroughs
- Willingness to champion the Facet brand
- Superb communication, organizational, and client service skills
- Excellent computer skills and ability to learn in-house software
- Ability to work independently and as a team member
- Exceptional time and calendar management skills
- Innovative problem-solving skills
- Passion for helping people achieve financial goals