Member Experience Specialist

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. 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. 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 Certification reimbursement program Work from anywhere in the US