Member Experience Specialist

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 interactionsomeone 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.