Member Experience Specialist

At Facet, we're revolutionizing financial planning by prioritizing exceptional member experiences that empower individuals to achieve their financial goals. As a Member Experience Specialist, you'll be a vital player, expertly resolving billing and technical inquiries, and proactively guiding members through complex investment rollovers and transfers across various platforms. Through virtual meetings, phone calls, or email, you'll leverage your strong financial services knowledge to confidently navigate complex scenarios and empower members to act on the financial advice given by their Facet CFP. Your contributions go beyond individual interactions, as you'll also collaborate with the team to analyze the member experience, identify root causes of issues, and develop solutions that continuously enhance satisfaction. If you're a passionate problem-solver with a knack for building rapport, eager to learn, and ready to make a positive impact on people's lives, join the Facet team and help us transform financial experiences!

Your Day-To-Day Responsibilities

• Be the face of Facet to the customer, providing timely, professional, and friendly customer app support
• Hone your technical investments knowledge and skill, as well as your understanding of brokerage trading procedures and terminology. Use this knowledge to help members facilitate investment transfers and money movements.
• Ensure every member interaction is of the highest quality in terms of preparation, delivery, and follow-up
• Provide timely follow-ups to members on status updates for transfer, rollovers, and funding requests
• Diagnose and provide solutions to customer questions and app troubleshooting
• Provide excellent member management including communication, documentation, and responsive follow through in all required systems (e.g., Salesforce Service Cloud.)
• Catalog and escalate common issues and resolutions to product and engineering teams in order to design and implement improvements to our internal support tools
• Manage multiple member requests and meetings simultaneously, while providing the same expected level of quality to all member experiences
• Manage your calendar effectively to provide ample scheduling opportunities for members and proactively schedules additional meetings during high demand
• Follow-up with members that have low CSAT and/or NPS/other survey results to capture concerns to address
• Be the voice of the customer to the Facet team; reflect on your knowledge of common member needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall member experience

Requirements

• Minimum of 2-3 years of related experience providing technical support in the financial services industry
• You take an analytical and data-oriented approach to problem-solving
• You always strive to do your best, deliver quality results, and take accountability
• You know how to deliver a great customer experience and always go the extra mile
• You have strong communication skills in verbal/written English
• You are patient, empathetic, and have a positive attitude with a desire to help our customers
• You are a problem solver with a strong work ethic
• You are tech-savvy and enjoy learning and over time mastering new tools and systems
• You have the flexibility and availability needed to work in a start-up environment

Preferred Skills & Experience:

• You have experience supporting investment account rollovers, electronic, ACH, and manual transfers
• You have experience with managing messaging inbox as well other help desk ticketing platforms
• You have experience with phone support along with chat/screen share walkthroughs
• You are willing to fully adopt and champion the Facet brand internally and externally
• You have superb communication, organizational, and client service skills
• You have excellent computer skills along with the ability to learn in-house software and tools
• You are able to work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills
• You constantly push the upper bound and are innovative in how you think about solving problems
• You have a passion for helping people reach their financial goals

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