Client Support Specialist

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

📋 Description

• Responds to a high volume of service calls, chats, or emails that vary in complexity related to eMoney applications in a call center setting.

• Offers technical and planning product assistance to advisors.

• Aids advisors in financial planning scenarios utilizing the eMoney platform.

• Stays informed about new features and functionalities across all eMoney production sites.

• Keeps updated on financial planning industry regulations and trends.

• Identifies customer needs, clarifies information, researches issues, and provides effective solutions.

• Achieves personal and team performance targets, both quantitative and qualitative.

• Records all relevant details of interactions clearly and accurately.

• Participates in all training and successfully completes assignments to become familiar with the eMoney platform and Client Support policies and procedures.

• May review emails and handle administrative requests.

• Effectively answers inquiries and resolves customer issues.

• Refers complex issues to tier two teams as needed.

• Remains updated on system releases, new features, and bugs.

• Maintains high standards of call quality and professionalism.

• Overtime may be required based on business needs.

• Meets the efficiency standards established by the company.

⛳️ 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.

• Familiarity with web applications.

• Understanding of financial concepts and terminology.

• Strong problem-solving abilities.

🏝️ Benefits

• Annual bonus program.

• Retirement contributions.

• Health insurance.

• Sick leave.

• Parental leave.

• Paid time off.