Associate Client Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle a significant volume of service calls, chats, or emails related to eMoney applications in a call center setting.

• Offer technical and planning product assistance to advisors.

• Support advisors with financial planning scenarios using the eMoney platform.

• Keep updated on the latest features and functionalities across eMoney production sites.

• Stay informed about financial planning industry regulations and trends.

• Identify customer requirements, clarify details, investigate issues, and provide effective solutions.

• Achieve personal and team quantitative and qualitative performance targets.

• Log interaction details in a clear and comprehensive manner.

• Participate in training sessions and complete assignments related to the eMoney platform and Client Support policies and procedures.

• Review emails and handle administrative requests.

• Address inquiries and resolve customer concerns.

• Escalate complex issues to tier two teams when necessary.

• Remain informed about system updates, new features, and bugs.

• Maintain high standards of call quality and professionalism.

• Meet company efficiency benchmarks.

⛳️ Requirements

• Minimum of 2 years of experience in a call center, customer service, or support role, or relevant experience including equivalent internal experience.

• Bachelor’s Degree or relevant experience.

• Proficient with web applications.

• Understanding of financial concepts and terminology.

• Strong problem-solving capabilities.

• Excellent communication and interpersonal skills for both technical and non-technical audiences.

• Ability to articulate complex issues clearly.

• Capacity to work independently as well as collaboratively within a geographically dispersed team.

• Self-driven and capable of deciding when to escalate or seek assistance.

• Ability to juggle multiple projects and tasks simultaneously.

• Detail-oriented and capable of thriving in a fast-paced environment.

• Proficient in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.

• Strong organizational and time-management abilities.

• Experience with Salesforce/CRM is an advantage.

• Bilingual/Spanish proficiency is a plus.

• Knowledge of investment planning, retirement planning, life insurance planning, education planning, or estate planning is an asset.

🏝️ Benefits

• Equal opportunity workplace.

• Culture of diversity and inclusion.

• Overtime may be required based on business needs.