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.

Facet

Job Title

Member Experience Specialist

Posted

Career Level

Full-Time

Career Level

Experienced

Locations Accepted

USA

Salary

YEAR $60000 - $75000

Job Details

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

FAQs

What is the last date for applying to the job?

The deadline to apply for Full-Time Member Experience Specialist at Facet is 10th of January 2025 . We consider jobs older than one month to have expired.

Which countries are accepted for this remote job?

This job accepts [ USA ] applicants. .

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