Member Experience Service Specialist

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

📋 Description

• Act as the primary expert, delivering energetic, professional, and empathetic assistance through phone, email, chat, and live video (Zoom).

• Efficiently handle a substantial volume of member inquiries with a strong emphasis on responsiveness, clarity, and ensuring every interaction is fully resolved.

• Strategically manage your calendar to enhance availability for live member calls, guaranteeing a smooth booking process for those in need of immediate support.

• Diligently document recurring user challenges identified during live interactions, collaborating with our Product and Engineering teams to address issues at their source.

• Proactively engage with members who have reported suboptimal experiences (low CSAT/NPS) to actively listen, learn, and improve their overall experience.

⛳️ Requirements

• 2–3 years of experience overseeing a high-volume queue in a client-facing support position (via Phone, Zoom, and Email).

• Preferred experience with a Registered Investment Advisor (RIA), Broker-Dealer, or Wirehouse.

• A natural talent for quickly establishing rapport over the phone, putting members at ease even during complex technical or financial discussions.

• Proficient in using screen-sharing tools and modern help desk software (Salesforce Service Cloud) to troubleshoot digital workflows and assist members in real-time.

• Capability to simplify complex brokerage terminology and investment concepts into clear, actionable language for the average consumer.

• A resilient, self-motivated attitude. You take full ownership of your queue and excel in a fast-paced, fully remote setting.

🏝️ Benefits

• $60,000-$75,000 base salary + bonus

• Equity

• Flexible PTO

• Comprehensive 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