Facet · 21 hours ago
Member Experience Specialist (Tues-Sat)
United States
Full-time
Remote
Entry, Mid Level
$60K/yr - $75K/yr
2+ years expFacet is revolutionizing financial planning by prioritizing member engagement. The Member Experience Specialist will be the primary voice of the company, providing high-touch support and guiding members through complex financial processes.
AdviceFinanceFinancial ServicesWealth Management
Responsibilities
Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (Zoom)
Lead members through screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real-time
Maintain a rigorous follow-up cadence, proactively calling and emailing members with status updates on their money movements to ensure they are never left wondering
Manage a high volume of member inquiries with a focus on responsiveness, clarity, and 'closing the loop' on every ticket
Strategically manage your schedule to maximize availability for member calls, ensuring a frictionless booking experience for those who need your help
Act as the 'Voice of the Member' by documenting common pain points discovered during live interactions and collaborating with Product teams to solve them
Proactively reach out via phone to members who have reported less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve their concerns
Qualification
Required
2–3 years of experience in a high-volume, client-facing support role within financial services (Phone/Zoom/Email)
2+ years of experience working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse
A natural ability to build rapport quickly over the phone and put members at ease during complex technical processes
Comfortable using screen-sharing tools and help desk software (Salesforce Service Cloud) to diagnose issues and guide members through digital workflows
Patient, resilient, and driven by a 'member-first' mindset
Exceptional verbal and written English skills, with the ability to explain complex brokerage terminology in simple, actionable terms
A self-starter who takes ownership of their member queue and thrives in a fast-paced, remote startup environment
Preferred
Specific experience facilitating investment rollovers, ACH, and ACAT transfers
Mastery of messaging inboxes, ticketing platforms, and multi-channel support workflows
Experience conducting professional 'face-to-face' support via Zoom or other video conferencing tools
Exceptional time management skills with the ability to balance live calls with administrative follow-ups
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
Company
Facet
Facet provides financial planning and advice tailored to individual needs and goals.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$193MKey Investors
Multiplier CapitalDurable Capital PartnersWarburg Pincus
2024-10-08Series Unknown· $10M
2024-10-08Debt Financing· $25M
2021-12-27Series C· $100M
Leadership Team
Anders Jones
CEO & Co-Founder
Brent Weiss
Co-Founder & Head of Financial Wellness
Recent News
Morningstar.com
2025-08-06
2025-07-05
2025-04-17
Company data provided by crunchbase