Member Experience Specialist

Facet

1d•$60,000 - $75,000•Remote

About The Position

Facet is seeking a Member Experience Specialist to provide direct, high-touch support and guide members through financial processes, especially investment rollovers and account transfers. The specialist serves as a primary point of contact, helping members navigate technical hurdles through phone, email, and Zoom. The role emphasizes building trust, offering empathetic and professional support, and ensuring members feel confident as they act on their financial plans. The position includes leading virtual onboarding and screen-share sessions, managing follow-ups on money movements, responding to a high volume of inquiries, coordinating availability for member calls, and relaying member feedback to Product teams. It also involves proactively contacting members who have reported unsatisfactory experiences to understand and resolve their concerns. The position is remote and can be performed from anywhere in the United States.

Requirements

2–3 years of experience in a high-volume, client-facing support role in financial services using phone, Zoom, and email.
At least 2 years of experience working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse.
Ability to build rapport quickly by phone and put members at ease during complex technical processes.
Comfort using screen-sharing tools and help desk software, including Salesforce Service Cloud, to diagnose issues and guide members through digital workflows.
Patient, resilient, and committed to a member-first approach to problem-solving.
Exceptional spoken and written English skills, with the ability to explain brokerage terminology in clear, actionable terms.
Self-starter who takes ownership of a member queue and can work in a fast-paced, remote startup environment.

Nice To Haves

Experience facilitating investment rollovers, ACH, and ACAT transfers.
Mastery of messaging inboxes, ticketing platforms, and multi-channel support workflows.
Experience providing professional video-based support through Zoom or other video conferencing tools.
Strong time-management skills and the ability to balance live calls with administrative follow-ups.

Responsibilities

Provide professional, empathetic support to members by phone, email, and Zoom.
Lead screen-share sessions to troubleshoot app issues and facilitate investment transfers, including ACATs and rollovers.
Proactively follow up with members by phone and email with updates on money movements.
Manage a high volume of inquiries with a focus on responsiveness, clarity, and resolving each ticket.
Manage the calendar and availability for member calls to make booking straightforward.
Document recurring member pain points and collaborate with Product teams to address them.
Contact members who report poor experiences, listen to their concerns, and work to resolve them.