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Facet

Financial planning for every facet of your life.

Member Experience Service Specialist

GeneralGeneralFull TimeRemoteMid LevelTeam 201-500Since 2016H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

2 days ago

Salary

$60K - $75K / year

Seniority

Mid Level

2 yrs expEnglishCloud

Job Description

Member Experience Service Specialist

Facet

• Serve as the frontline expert, providing high-energy, professional, and empathetic support across phone, email, chat, and live video (Zoom). • Masterfully manage a high volume of member inquiries with a strict focus on responsiveness, clarity, and "closing the loop" on every single interaction. • Strategically optimize your calendar to maximize availability for live member calls, ensuring a seamless booking experience for those who need immediate help. • Actively document common user pain points discovered during live interactions, partnering with our Product and Engineering teams to solve issues at the root. • Proactively reach out to members who have reported less-than-ideal experiences (low CSAT/NPS) to actively listen, learn, and turn their experience around.

Job Requirements

  • 2–3 years of experience managing a high-volume queue in a client-facing support role (via Phone, Zoom, and Email).
  • Experience working with a Registered Investment Advisor (RIA), Broker-Dealer, or Wirehouse is preferred.
  • A natural ability to build rapport quickly over the phone, putting members at ease even during complex technical or financial conversations.
  • Confident using screen-sharing tools and modern help desk software (Salesforce Service Cloud) to diagnose digital workflows and guide members in real time.
  • Ability to translate complex brokerage terminology and investment concepts into simple, actionable terms for the everyday consumer.
  • A resilient, self-started mindset. You take extreme ownership of your queue and thrive in a fast-paced, fully remote environment.

Benefits

  • $60,000-$75,000 base salary + bonus
  • Equity
  • Flexible PTO
  • All the 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

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