Remote Member Experience Specialist | High-Touch Support

Facet Decision Systems, Inc.; United States; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible PTO

Medical, dental, and vision insurance

401(k) with employer match

Life insurance options

Paid parental leave

Equity

Job summary

Facet Decision Systems, Inc. is looking for a Member Experience Service Specialist who excels in solving complex problems. You'll engage with members through phone, email, and Zoom, guiding them through various financial service inquiries.

The ideal candidate has 2–3 years of client-facing support experience and is proficient with modern help desk tools. In this fully remote role, you’ll manage member interactions, ensuring quality service and building lasting relationships.

Qualifications

• 2–3 years of experience managing a high‑volume queue in a client‑facing support role.
• Ability to translate complex brokerage terminology into simple terms.
• Confident using screen‑sharing tools and modern help desk software.

Responsibilities

• Provide high‑energy, empathetic support across various communication channels.
• Manage a high volume of member inquiries focusing on responsiveness and clarity.
• Document common user pain points and partner with product teams for solutions.

Skills

High‑Touch Member Support

Communication Excellence

Tech‑Savvy Facilitator

Financial Literacy

Relationship Builder

Tools

Salesforce Service Cloud

Job description

Facet Decision Systems, Inc. is looking for a Member Experience Service Specialist who excels in solving complex problems. You'll engage with members through phone, email, and Zoom, guiding them through various financial service inquiries.

The ideal candidate has 2–3 years of client-facing support experience and is proficient with modern help desk tools. In this fully remote role, you’ll manage member interactions, ensuring quality service and building lasting relationships.