Full-Time Member Experience Specialist

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

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