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Facet · 1 day ago

Member Experience Specialist

United States

Full-time

Remote

New Grad, Entry Level

Facet is revolutionizing financial planning by prioritizing exceptional member experiences that empower individuals to achieve their financial goals. As a Member Experience Specialist, you will expertly resolve billing and technical inquiries, guide members through complex investment rollovers and transfers, and collaborate with the team to enhance member satisfaction.

AdviceFinanceFinancial ServicesWealth Management

Responsibilities

Be the face of Facet to the customer, providing timely, professional, and friendly customer app support

Hone your technical investments knowledge and skill, as well as your understanding of brokerage trading procedures and terminology. Use this knowledge 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 transfer, 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 (e.g., Salesforce Service Cloud.)

Catalog and escalate common issues and resolutions to product and engineering teams in order to design and implement improvements to our internal support tools

Manage multiple member requests and meetings simultaneously, while providing the same expected level of quality to all member experiences

Manage your calendar effectively to provide ample scheduling opportunities for members and proactively schedules additional meetings during high demand

Follow-up with members that have low CSAT and/or NPS/other survey results to capture concerns to address

Be the voice of the customer to the Facet team; reflect on your knowledge of common member needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall member experience