Member Experience Specialist - Remote

Overview

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!

In Short

• 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

• Strong financial services knowledge
• Excellent communication skills
• Problem-solving abilities
• Experience with customer support tools
• Ability to manage multiple tasks

Benefits

• Opportunity to make a positive impact on members' financial experiences
• Collaborative team environment
• Professional development opportunities