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 of increasing complexity related to eMoney applications within a call center setting.

• Offers technical and planning product assistance to advisors.

• Aids advisors in navigating financial planning scenarios using the eMoney platform.

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

• Keeps updated on financial planning industry regulations and trends.

• Identifies client needs, clarifies information, investigates issues thoroughly, and provides effective solutions.

• Achieves personal and team quantitative and qualitative goals.

• Records all relevant details of interactions in a clear and concise manner.

• Participates in training sessions and successfully completes assignments related to the eMoney platform and Client Support policies and procedures.

• May review emails and handle administrative requests.

• Addresses inquiries and resolves customer problems.

• Refers complex issues to tier two teams as needed.

• Keeps current with system updates, new features, and bugs.

• Maintains high standards of call quality and professionalism.

• May be required to work overtime based on business needs.

• Adheres to company efficiency benchmarks.

⛳️ Requirements

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

• Bachelor’s Degree or equivalent experience.

• Familiarity with web applications.

• Knowledge of financial concepts and terminology.

• Strong analytical and problem-solving abilities.

• Exceptional communication and interpersonal skills, with the capacity to convey information effectively to both technical and non-technical audiences.

• Ability to articulate complex issues in a clear and understandable manner.

• Capability to work autonomously and as part of a geographically distributed team.

• Must be self-driven and recognize when to escalate or seek assistance.

• Proficient in managing multiple projects and tasks at once.

• Detail-oriented with the ability to handle a diverse range of tasks in a fast-paced environment.

• Proficient in MS Office suite, including Outlook, Excel, Word, and PowerPoint.

• Strong verbal and written communication skills, along with solid organizational and time management abilities.

• Able to maintain composure and provide a positive service experience.

🏝️ Benefits

• Annual bonus program.

• Retirement contributions.

• Health insurance.

• Sick leave.

• Parental leave.

• Paid time off.