Member Experience Specialist

Facet; United States; Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Base salary + bonus options

Equity

Flexible PTO

Medical, dental, vision insurance

401(k) with employer match

Job summary

Facet is seeking a Member Experience Service Specialist to be the primary voice for members, handling complex questions via phone, email, and Zoom while guiding them through investment rollovers and account transfers.

You will deliver white-glove support, build trust, and resolve issues with a member-first mindset, while partnering with Product and support teams to improve the member journey. This remote role allows work from anywhere in the US.

Qualifications

• 2–3 years in a high-volume, client-facing support role within financial services.
• Experience in a Registered Investment Advisor, Broker/Dealer, or Wirehouse.
• Excellent verbal and written English skills.
• Proficient with screen-sharing tools and help desk software.

Responsibilities

• Provide high-energy, empathetic support across phone, email, and Zoom.
• Guide members through onboarding and complex transfers (ACATs/Rollovers).
• Maintain a proactive follow-up cadence on money movements.
• Close the loop on inquiries with clarity and responsiveness.
• Schedule optimization to maximize member calls and minimize friction.
• Document pain points and share feedback with Product teams.
• Proactively address and resolve low CSAT/NPS experiences.

Skills

High-volume support

Financial services

Verbal & written comms

Multi-channel support

Tools

Salesforce Service Cloud

Job description

Facet was founded in 2016 on the belief that objective, personalized financial advice is essential to living well. Our mission is to empower people to live more enriched lives by delivering a new standard of advice. By removing asset minimums, we provide holistic planning that goes far beyond investments to address every way money impacts life. Our team of CFP® professionals are at the core of our service and are empowered by our best-in-class support teams and proprietary technology platform. This model allows Facet to integrate advice into our members’ entire financial picture—all for an affordable, flat membership fee.

Our commitment to innovation and member success has earned national recognition, including being ranked the #1 Best Financial Advisory Firm 2025 by USA TODAY and named to Newsweek’s list of America’s Top Financial Advisory Firms 2025. With an A+ BBB Rating and a Trustpilot “Excellent” score (as of Sept. 16, 2025)*, we are proud to be redefining the industry for our members and our team alike.

At Facet, we are revolutionizing financial planning by putting our members at the heart of everything we do. We are seeking a Member Experience Service Specialist who thrives on complex problem-solving - someone who can seamlessly transform product, service, and billing inquiries into moments of delight and resolution.

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.
• $60,000-$75,000 base salary + bonus
• Equity
• Flexible PTO
• All the benefits: medical, dental, and vision insurance, 401(k) with employer match, short and long term disability coverage (paid by Facet), life insurance options and paid parental leave
• Work from anywhere in the US

*Facet was ranked #1 Best Financial Advisory Firm 2025 by USA TODAY in April 2025 who partnered with Statista to rank the top 500 RIAs. Recommendations were collected via an independent survey among over 30,000 individuals. self-recommendations were prohibited, and no compensation was provided for the ranking. Facet has been Accredited with the Better Business Bureau® since June 2025, and as of February 2026 holds an A+ BBB Rating. This Accreditation does not imply BBB approval or endorsement. Plant-A Insights Group and Newsweek partnered to identify America’s Top Financial Advisory Firms 2025. This analysis was performed with data as of September 2024 and reviewed over 15,000 financial advisories registered with the SEC. These rankings prepared by Plant-A reflect editorial content and no compensation was provided by Facet in connection with America’s Top Financial Advisory Firms 2025.” As of February 25, 2026; Facet has a 4.8 star rating with TrustPilot.com. TrustPilot uses a formula for calculation that considers three factors: time span, frequency, and Bayesian average. After the calculation, a TrustScore is then visualized into a star rating from 1 to 5 stars, including half stars. Facet’s star rating is calculated from reviews from January of 2022 to present day. Daily star rating may fluctuate. Companies on Trustpilot aren’t allowed to offer incentives or pay to hide reviews and Facet has not made any payments in offer or receipt of any reviews.