Remote Member Experience Specialist | Financial Services

Facet Wealth

United States

Remote

USD 60,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Equity

Flexible PTO

Medical insurance

Dental insurance

Vision insurance

401(k) match

Disability insurance

Life insurance

Paid parental leave

Certification reimbursement

Remote work

Job summary

Facet Wealth is seeking a Member Experience Service Specialist to transform product, service, and billing inquiries into moments of delight and resolution. You’ll engage with members via phone, email, and Zoom, guiding them through platform navigation and investment support workflows.

You’ll document pain points and partner with Product to improve the experience while upholding Facet’s white-glove service. This fully remote role offers a high-energy environment, equity eligibility, and a strong

Qualifications

2–3 years of experience in a high-volume, client-facing support role.
Experience with an RIA, Broker-Dealer, or Wirehouse is preferred.
Ability to translate complex financial concepts into simple terms for everyday consumers.

Responsibilities

Serve as the frontline expert via phone, email, chat, and live video (Zoom).
Manage a high volume of inquiries with responsiveness and clarity, closing the loop on interactions.
Optimize calendar for live member calls and immediate assistance.
Document common user pain points and collaborate with Product/Engineering to address root causes.
Proactively follow up with members after subpar experiences to restore satisfaction.