Member Experience Specialist

At Facet, we are revolutionizing financial planning by putting our members at the heart of everything we do. We are seeking a Member Experience Specialist who thrives on direct interaction—someone who can turn a complex financial process into a seamless, supportive conversation.

In this role, you are the primary voice and face of Facet. You will spend your day engaging deeply with members via phone, email, and Zoom, acting as a dedicated guide through the technical hurdles of investment rollovers and account transfers. You won’t just be answering questions; you’ll be building trust, providing "white-glove" technical walkthroughs, and ensuring every member feels confident and supported as they act on their financial plan.

Your Day-To-Day Responsibilities:

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.

Requirements

• Communication Pro: 2–3 years of experience in a high-volume, client-facing support role within financial services (Phone/Zoom/Email).
• Industry: 2+ years of experience working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse
• Relationship Builder: A natural ability to build rapport quickly over the phone and put members at ease during complex technical processes.
• Tech-Savvy Facilitator: Comfortable using screen-sharing tools and help desk software (Salesforce Service Cloud) to diagnose issues and guide members through digital workflows.
• Empathetic Problem Solver: Patient, resilient, and driven by a "member-first" mindset.
• Clarity in Action: Exceptional verbal and written English skills, with the ability to explain complex brokerage terminology in simple, actionable terms.
• Accountability: A self-starter who takes ownership of their member queue and thrives in a fast-paced, remote startup environment.
• Preferred Skills & Experience: Transfer Expertise: Specific experience facilitating investment rollovers, ACH, and ACAT transfers.
• Help Desk Veteran: Mastery of messaging inboxes, ticketing platforms, and multi-channel support workflows.
• Virtual Presence: Experience conducting professional "face-to-face" support via Zoom or other video conferencing tools.
• Organizational Mastery: Exceptional time management skills with the ability to balance live calls with administrative follow-ups.