Member Experience Specialist - Remote

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Requirements:

• Minimum of 2-3 years of related experience providing technical support in the financial services industry.
• Strong communication skills in verbal/written English.
• Analytical and data-oriented problem-solving approach.
• Tech-savvy with a desire to learn new tools and systems.
• Experience supporting investment account rollovers and various transfer methods.
• Experience managing messaging inbox and help desk ticketing platforms.
• Ability to work independently and as part of a team.
• Strong work ethic and a problem-solving mindset.

Responsibilities:

• Be the face of Facet to the customer, providing timely, professional, and friendly customer app support.
• Hone your technical investments knowledge and skill to help members facilitate investment transfers and money movements.
• Ensure every member interaction is of the highest quality in terms of preparation, delivery, and follow-up.
• Provide timely follow-ups to members on status updates for transfers, rollovers, and funding requests.
• Diagnose and provide solutions to customer questions and app troubleshooting.
• Provide excellent member management including communication, documentation, and responsive follow through in all required systems.
• Catalog and escalate common issues and resolutions to product and engineering teams.
• Manage multiple member requests and meetings simultaneously while providing a consistent level of quality.
• Manage your calendar effectively to provide ample scheduling opportunities for members.
• Follow up with members that have low CSAT and/or NPS to capture concerns.
• Be the voice of the customer to the Facet team, identifying process improvements.