Registered Client Success Voice Associate

The job overview for this position is that M1 is seeking a highly motivated individual with FINRA licensing and a passion for client advocacy. The Client Success Associate will act as the primary liaison for all M1 product users, providing a world-class client experience and strategically supporting clients throughout their journey. The associate will also be responsible for aggregating client feedback and providing actionable information to prioritize and develop features within the application. Overall, M1 is looking for a compassionate individual who will go above and beyond to improve the user experience within the platform.

• Develop an in-depth knowledge of all M1 products and offerings
• Respond to customer calls and emails in a professional and prompt manner
• Resolve customer queries, recommend solutions, and guide product users through features and functionality
• Meet key SLAs and Support Metrics, meeting or exceeding objectives
• Escalate tickets to appropriate team members based on severity
• Answer phone calls for assistance and routing to other departments
• Proactively identify and solve problems
• Learn multiple software platforms, especially Internal Tools
• Understand the business needs of current and prospective clients
• Be flexible with working hours, including evenings, weekends, or holidays
• Have an interest in personal finance

• FINRA licensing (SIE, Series 7, and Series 63 or 66)
• 2+ years of tangible work experience in operations, customer service, or working at a broker-dealer
• Customer focused and a passion for speaking to customers, answering queries, and solving complex issues
• Exceptional listening skills and the ability to ask probing questions, understand concerns, overcome objections, and take proactive approaches
• Excellent written and verbal communication skills and the ability to build rapport
• Strong work ethic and a proactive approach, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Ability to multi-task and complete timelines in a fast-paced, rapidly growing company
• Ability to identify and escalate priority issues
• Analyze while being solution-driven and excel at solving problems, particularly in collaborative, team settings
• Technically proficient: ability to learn multiple software platforms (especially Internal Tools)
• Empathy: you understand the business needs of current and prospective clients
• Flexible with working hours, including evenings, weekends, or holidays
• Interest in personal finance

• Competitive Pay and Stock Options
• Comprehensive health, dental, vision, disability, and life insurance
• Retirement benefit with employer match
• Unlimited PTO
• $500 to spend on home office equipment while working from home
• Stylish M1 swag
• Socially distant team outings, celebrations, and events
• Transparent and open communication with leadership
• Office in the Loop with a Game Room and Gym
• Access to employee workshops and training about financial literacy, empathy and mental health, professional development, and more
• Free subscription to Insight Timer, the world’s #1 meditation app for sleep, stress, and anxiety