Facet · 2 weeks ago
Member Experience Specialist
United States
Full-time
Remote
New Grad, Entry LevelFacet is revolutionizing financial planning by prioritizing member engagement. The Member Experience Specialist will serve as the primary voice for members, providing high-touch support and guiding them through complex financial processes such as investment rollovers and account transfers.
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
High-Touch Member Support: Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (Zoom)
Virtual Guided Onboarding: Lead members through screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real-time
Active Pipeline Management: 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
Communication Excellence: Manage a high volume of member inquiries with a focus on responsiveness, clarity, and 'closing the loop' on every ticket
Calendar & Meeting Mastery: Strategically manage your schedule to maximize availability for member calls, ensuring a frictionless booking experience for those who need your help
Feedback Loop: Act as the 'Voice of the Member' by documenting common pain points discovered during live interactions and collaborating with Product teams to solve them
Service Recovery: Proactively reach out via phone to members who have reported less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve their concerns
Company
Facet
Facet provides financial planning and advice tailored to individual needs and goals.
Founded in 2016
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