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Company

Swooped · 4 hours ago

Member Experience Specialist

United States

Full-time

Remote

Entry, Mid Level

$60K/yr - $75K/yr

2+ years exp

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Responsibilities

Be the face of the company 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. Utilize this knowledge to help members facilitate investment transfers and money movements.

Ensure that every member interaction is of the highest quality in terms of preparation, delivery, and follow-up.

Provide timely updates to members on the status of transfers, rollovers, and funding requests.

Diagnose and provide solutions to customer questions and app troubleshooting.

Deliver 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 internal support tools.

Manage multiple member requests and meetings simultaneously, while providing a consistent level of quality to all member experiences.

Effectively manage your calendar to provide ample scheduling opportunities for members and proactively schedule additional meetings during high demand.

Follow up with members who have low CSAT and/or NPS/other survey results to capture concerns that need addressing.

Represent the voice of the customer to the team; reflect on your understanding of common member needs to identify opportunities for process improvements and effectively communicate findings/recommendations to teammates to enhance the overall member experience.

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.

Technical supportFinancial services knowledgeCustomer experienceInvestment account rolloversSalesforce Service CloudAnalytical problem-solving

Required

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

Available to work a rotating schedule until 8 PM EST/5 PM PST.

An analytical and data-oriented approach to problem-solving.

A commitment to delivering quality results and taking accountability.

A proven ability to deliver a great customer experience while going the extra mile.

Strong communication skills in verbal/written English.

Patience, empathy, and a positive attitude with a desire to assist customers.

A problem-solver with a strong work ethic.

Tech-savvy with a willingness to learn and master new tools and systems.

Flexibility and availability to work in a start-up environment.

Preferred

Experience supporting investment account rollovers, electronic, ACH, and manual transfers.

Familiarity with managing messaging inboxes and other help desk ticketing platforms.

Experience with phone support as well as chat/screen share walkthroughs.

A willingness to fully adopt and champion the company brand internally and externally.

Superb communication, organizational, and client service skills.

Excellent computer skills with the ability to learn in-house software and tools.

Capability to work independently and as part of a team, balance multiple responsibilities simultaneously, and demonstrate exceptional time and calendar management skills.

An innovative mindset, constantly seeking to push boundaries in problem-solving.

A passion for helping people reach their financial goals.

Benefits

Equity

Flexible PTO

Comprehensive benefits package: medical, dental, and vision insurance, 401(k) with employer match, short and long-term disability coverage (paid by the company), life insurance options, and paid parental leave.

Certification reimbursement program

Opportunity to work from anywhere in the US.