Member Experience Specialist

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

📋 Description

• High-Touch Member Support: Act as the primary expert for members, delivering energetic, professional, and empathetic assistance through phone, email, and live video (Zoom).

• Virtual Guided Onboarding: Guide members via screen-sharing sessions to resolve app issues and assist with complex investment transfers (ACATs/Rollovers) in real-time.

• Active Pipeline Management: Sustain a diligent follow-up routine, proactively reaching out to members via calls and emails with updates on their financial transactions, ensuring they are always informed.

• Communication Excellence: Handle a substantial volume of member inquiries while prioritizing responsiveness, clarity, and ensuring every ticket is fully addressed.

• Calendar & Meeting Mastery: Efficiently manage your schedule to enhance availability for member calls, guaranteeing a seamless booking experience for those requiring assistance.

• Feedback Loop: Serve as the "Voice of the Member" by recording recurring issues encountered during live interactions and collaborating with Product teams to address them.

• Service Recovery: Proactively contact members who have experienced subpar service (low CSAT/NPS) via phone to listen, gather insights, and resolve their concerns.

⛳️ Requirements

• Communication Pro: 2–3 years of experience in a fast-paced, client-facing support position within the financial services sector (Phone/Zoom/Email).

• Industry: 2+ years of experience in a Registered Investment Advisor, Broker/Dealer, or Wirehouse.

• Relationship Builder: An innate ability to quickly establish rapport over the phone and ease members through intricate technical processes.

• Tech-Savvy Facilitator: Proficient in using screen-sharing tools and help desk software (Salesforce Service Cloud) to identify issues and assist members through digital workflows.

• Empathetic Problem Solver: Patient, resilient, and motivated by a "member-first" approach.

• Clarity in Action: Outstanding verbal and written communication skills in English, with the capability to simplify complex brokerage terminology into actionable terms.

• Accountability: A self-driven individual who takes charge of their member queue and excels in a fast-paced, remote startup environment.

• **Preferred Skills & Experience:**

• Transfer Expertise: Relevant experience in facilitating investment rollovers, ACH, and ACAT transfers.

• Help Desk Veteran: Proficient in managing messaging inboxes, ticketing systems, and multi-channel support workflows.

• Virtual Presence: Experience in providing professional "face-to-face" support through Zoom or similar video conferencing tools.

• Organizational Mastery: Exceptional time management skills with the capability to balance live calls and administrative follow-ups.

🏝️ Benefits

• $60,000-$75,000 base salary + bonus

• Equity

• Flexible PTO

• Comprehensive benefits package: 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