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Facet · 15 hours ago

Financial Operations Specialist - ACAT Transfers

United States

Full-time

Remote

Entry, Mid Level

$60K/yr - $75K/yr

2+ years exp

Facet is revolutionizing financial planning by prioritizing exceptional member experiences. As a Financial Operations Analyst - ACAT Transfers, you will resolve billing and technical inquiries while guiding members through investment rollovers and transfers, enhancing their overall experience.

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

Qualification

Financial services knowledgeTechnical support experienceInvestment account rolloversCustomer experience deliveryCommunication skillsProblem-solving skillsTech-savvyClient service skillsOrganizational skillsTime management

Required

Minimum of 2-3 years of related experience providing technical support in the financial services industry

You take an analytical and data-oriented approach to problem-solving

You always strive to do your best, deliver quality results, and take accountability

You know how to deliver a great customer experience and always go the extra mile

You have strong communication skills in verbal/written English

You are patient, empathetic, and have a positive attitude with a desire to help our customers

You are a problem solver with a strong work ethic

You are tech-savvy and enjoy learning and over time mastering new tools and systems

You have the flexibility and availability needed to work in a start-up environment

Preferred

You have experience supporting investment account rollovers, electronic, ACH, and manual transfers (ACAT, Non-ACATs)

You have experience with managing messaging inbox as well other help desk ticketing platforms

You have experience with phone support along with chat/screen share walkthroughs

You are willing to fully adopt and champion the Facet brand internally and externally

You have superb communication, organizational, and client service skills

You have excellent computer skills along with the ability to learn in-house software and tools

You are able to work independently and as a member of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills

You constantly push the upper bound and are innovative in how you think about solving problems

You have a passion for helping people reach their financial goals

Benefits

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