Member Experience Specialist - Remote High-Touch Support

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

Benefits offered by this job

Equity

Flexible PTO

Health insurance

Dental & Vision

401(k) with match

Disability insurance

Life insurance

Parental leave

Certification reimbursement

Remote from US

Job summary

Facet Wealth is seeking a Member Experience Specialist who thrives on direct interaction and can turn complex financial processes into seamless conversations. You will be the primary voice and face of Facet, engaging members via phone, email, and Zoom, guiding them through rollover and transfer processes with white-glove support.

In this role, you’ll manage a high-volume queue, document feedback for Product teams, and ensure every member feels confident and supported in their financial plan.

Qualifications

• 2-3 years of experience in a high-volume, client-facing support role within financial services.
• 2+ years of experience working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse.
• Ability to explain complex brokerage terminology in simple, actionable terms.

Responsibilities

• High-Touch Member Support: Serve as the frontline expert for members across phone, email, and live video (Zoom).
• Virtual Guided Onboarding: Lead members through screen-share sessions to troubleshoot app issues and facilitate transfers (ACATs/Rollovers).
• Active Pipeline Management: Maintain a rigorous follow-up cadence with status updates on money movements.
• Communication Excellence: Manage a high volume of inquiries with responsiveness and clarity.
• Calendar & Meeting Mastery: Manage schedules for member calls and frictionless bookings.
• Feedback Loop: Document pain points and collaborate with Product teams to resolve them.
• Service Recovery: Reach out to members with less-than-ideal experiences to resolve concerns.

Skills

High-volume support

Client-facing

Excellent English

Remote startup mindset

Accountability

Tools

Salesforce Service Cloud

Job description

Facet Wealth is seeking a Member Experience Specialist who thrives on direct interaction and can turn complex financial processes into seamless conversations. You will be the primary voice and face of Facet, engaging members via phone, email, and Zoom, guiding them through rollover and transfer processes with white-glove support.

In this role, you’ll manage a high-volume queue, document feedback for Product teams, and ensure every member feels confident and supported in their financial plan.