Facet
Member Experience Specialist
United States
Sponsorship not specified$60k-$75kDetected 177 days ago
SalesforcePipeline ManagementCadenceCommunicationTime Management
About the role
- 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.
- 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.
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.
- 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.
- Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (Zoom).
- 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.
Requirements
- 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
- Exceptional verbal and written English skills, with the ability to explain complex brokerage terminology in simple, actionable terms.
- Communication Pro: 2-3 years of experience in a high-volume, client-facing support role within financial services (Phone/Zoom/Email).
Nice to have
- Preferred Skills & Experience: Transfer Expertise: Specific experience facilitating investment rollovers, ACH, and ACAT transfers.
Compensation
- $60,000-$75,000 base salary + bonus Equity Flexible PTO All the
Benefits
- $60,000-$75,000 base salary + bonus
Company info
- 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.
- 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.
This listing is sourced directly from Facet's careers page and normalized into a canonical job model.