135 applicants

Company

eMoney Advisor · 4 days ago

Client Support Specialist

United States

Full-time

Remote

Entry Level

$47K/yr - $60K/yr

2+ years exp

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Financial ServicesFinTech

Comp. & Benefits

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Responsibilities

Answers a large volume of service calls, chats, or emails of increasing complexity regarding eMoney applications within a call center environment

Provides technical and planning product support to advisors

Assist advisors with financial planning scenarios within the eMoney platform

Keep abreast of new features and functionality on all production sites of eMoney

Keep abreast of financial planning industry laws and trends

Identify customer needs, clarify information, research every issue, and provide solutions

Meet personal and team quantitative and qualitative targets

Log all appropriate details of interactions in a comprehensible way

Attends all trainings and successfully completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and procedures

May review emails and processes administrative requests

Competently answers questions and resolves customer issues

Escalates complex issues to tier two teams when necessary

Stays up to date on system releases, new features, bugs

Maintains high levels of call quality and professionalism

Overtime and closing schedules may be expected depending on business needs

Follows assigned schedule including start/stop, break and lunch times

Meets efficiency standards set forth by the company

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service experienceFinancial planning knowledgeTechnical support experienceFinancial Paraplanner Qualified Professional (FPQP)Certified Financial Planner (CFP)Web applications experienceMS Office suiteSalesForce/CRM experienceBilingual/Spanish speakingTime management skills

Required

2+ years of experience in a call center/customer service/support role or relevant experience, including commensurate internal experience

Bachelor’s Degree or relevant experience

Strong aptitude for technology and experience with web applications

Familiar with financial concepts and terms

Strong problem-solving skills

Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences

Ability to clearly communicate complex issues in an understandable manner

Ability to work independently and as part of a geographically dispersed team

Must be self-motivated and know when to escalate or seek guidance

Ability to manage multiple projects and tasks simultaneously

Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment

Working knowledge of MS Office suite including, Outlook, Excel, Word, Power Point

Strong interpersonal and verbal/written communication skills

Strong organization skills and time management skills

Able to keep an even temperament and provide a pleasant service experience

Preferred

Financial Paraplanner Qualified Professional (FPQP), Certified Financial Planner (CFP), or other financial planning related designations is strongly preferred

Knowledge/Experience supporting at least two of the following five topics: investment, retirement, life insurance, education, estate or related financial planning experience is strongly preferred

Experience using SalesForce/CRM program a plus

Bi-lingual/Spanish speaking a plus