Member Services Associate

Member Services Associate

The Member Services Associate plays a critical role in delivering a seamless, white-glove experience for members. This position serves as a primary point of contact, ensuring every interaction is proactive, polished, and handled with care.

The ideal candidate is highly organized, detail-oriented, and confident working with high-net-worth individuals across tax, insurance, and wealth planning services. This role supports the member experience from onboarding through executionensuring accuracy, responsiveness, and exceptional service at every stage.

Key Responsibilities

• Support financial plan development and analysis, including coordination of data, review of inputs, and support of planning strategies across tax, insurance, and wealth initiatives.
• Serve as a key liaison between members and internal teams, ensuring timely, professional communication.
• Assist in the execution of client deliverables from onboarding through tax strategy implementation and wealth-building initiatives.
• Proactively follow up with members, advisors, and internal stakeholders to keep projects on track and deadlines met.
• Coordinate and manage scheduling for member meetings, including virtual reviews and planning sessions.
• Maintain accurate, up-to-date member records within the CRM and related digital systems.
• Monitor workflows to ensure accuracy, follow-up, and exceptional service at every touchpoint.
• Identify gaps in processes and recommend improvements to enhance efficiency and the overall member experience.
• Stay knowledgeable on the firm's tax, insurance, and investment offerings to confidently communicate with members and identify opportunities.
• Uphold strict confidentiality standards and compliance requirements at all times.
• Perform other related duties as assigned.

What Success Looks Like

• Members feel fully supported, informed, and cared for at every stage of their engagement.
• Deliverables are completed accurately and on time.
• Internal workflows run smoothly with clear communication and accountability.
• Member data is consistently clean, accurate, and well documented in the CRM.
• Opportunities to improve service delivery are proactively identified and implemented.

Qualifications & Experience

• Minimum of two (2) years of experience in client service, operations, or account management within tax, financial planning, insurance, or advisory firms.
• Strong understanding of confidentiality standards, compliance requirements, and industry best practices.
• Exceptional written and verbal communication skills with a polished professional presence.
• High emotional intelligence and the ability to communicate effectively with high-net-worth individuals.
• Proven experience managing multiple client relationships and competing deadlines.
• Hands-on experience with CRMs such as HubSpot, Wealthbox, Salesforce, or Redtail.
• Proficiency with Google Workspace and/or Microsoft Office.
• Self-starter mentality with strong ownership of processes and outcomes.

Compensation & Benefits

• Paid Time Off (PTO): Ten (10) business days annually, available after completion of a 90-day probationary period
• Mental Health Days: One (1) paid mental health day per month (twelve [12] days annually), available after completion of a 90-day probationary period
• Paid Holidays: Eight (8) paid holidays per year, per company holiday schedule maintained in Gusto