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
