Member Experience Specialist - Contract

Member Experience Specialist - Contract

Salary: $30-$35/hour Employment Type: Contract (3-6 months) Location Type: Remote

Position Overview

Facet is revolutionizing financial planning by prioritizing exceptional member experiences. As a Member Experience Specialist, you will be a vital player in resolving billing and technical inquiries, and proactively guiding members through complex investment rollovers and transfers. You will leverage your strong financial services knowledge to confidently navigate complex scenarios and empower members to act on the financial advice given by their Facet CFP. Your contributions will also involve collaborating with the team to analyze the member experience, identify root causes of issues, and develop solutions that continuously enhance satisfaction. If you are a passionate problem-solver with a knack for building rapport, eager to learn, and ready to make a positive impact on people's lives, join Facet and help us transform financial experiences!

Responsibilities

White Glove Onboarding

• Guide new members through a personalized and high-touch onboarding process, ensuring a smooth and positive introduction to Facet.
• Proactively communicate with members to gather necessary information and documentation.
• Educate members on Facet's services, platform, and benefits.
• Act as the primary point of contact for new members, addressing questions and concerns with professionalism and efficiency.
• Collaborate closely with financial planners and other internal teams to ensure a coordinated and comprehensive onboarding experience.

ACAT Transfer Management

• Manage the end-to-end ACAT transfer process for new and existing members, ensuring accuracy and timely completion.
• Communicate regularly with members regarding the status of their transfers.
• Liaise with external custodians and transfer agents to resolve any issues or discrepancies.
• Maintain detailed records of all transfer activities and communications.
• Proactively identify and escalate potential challenges or delays in the transfer process.

Member Support

• Provide ad-hoc support to members as needed, addressing inquiries related to their accounts, services, or general Facet operations.
• Maintain a thorough understanding of Facet's products, services, and policies to effectively assist members.
• Document all member interactions accurately in our CRM system.
• Resolve billing and technical inquiries.
• Guide members through complex investment rollovers and transfers across various platforms via virtual meetings, phone calls, or email.

Requirements

• Experience:
  • 2+ years of experience in a customer service, client relations, or member experience role, preferably within the financial services industry.
  • Demonstrated experience with "white glove" service or high-touch client management.
• Skills:
  • Strong understanding of investment account transfers, particularly ACATs, is highly desirable.
  • Excellent written and verbal communication skills, with the ability to articulate complex information clearly and concisely.
  • Exceptional organizational skills and meticulous attention to detail.
  • Proficiency in CRM software and Google Suite.
  • Ability to work independently and manage multiple priorities in a fast-paced environment.
  • Proactive problem-solver with a strong ability to anticipate member needs.
  • A "can-do" attitude and a genuine passion for helping others.

Preferred Skills & Experience

• Experience supporting investment account rollovers, electronic, ACH, and manual transfers.
• Experience managing messaging inboxes and other help desk ticketing platforms.
• Experience with phone support.

Company Information

At Facet, we're revolutionizing financial planning by prioritizing exceptional member experiences that empower individuals to achieve their financial goals. Join the Facet team and help us transform financial experiences!