Associate Client Support Representative

About the role

We are looking for a Client Support Specialist to answer incoming customer inquiries, solve customer issues, and escalate cases to tier two teams or management when necessary. This role handles cases related to at least ten major areas of the eMoney platform, demonstrating a commitment to customer satisfaction while maintaining high levels of call quality and professionalism. The Client Support Specialist consistently meets or exceeds the efficiency standards set by the company and displays ownership when handling customer requests.

Responsibilities

• Answers a large volume of service calls, chats, or emails of increasing complexity regarding eMoney applications within a call center environment.
• Provides technical and planning product support to advisors.
• Assists advisors with financial planning scenarios within the eMoney platform.
• Stays current with new features and functionality on all production sites of eMoney.
• Keeps abreast of financial planning industry laws and trends.
• Identifies customer needs, clarifies information, researches every issue, and provides solutions.
• Meets personal and team quantitative and qualitative targets.
• Logs all appropriate details of interactions in a comprehensible way.
• Attends all trainings and successfully completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and procedures.
• Reviews emails and processes administrative requests.
• Competently answers questions and resolves customer issues.
• Escalates complex issues to tier two teams when necessary.
• Stays up to date on system releases, new features, and bugs.
• Maintains high levels of call quality and professionalism.
• Overtime may be expected depending on the needs of the business.
• Meets efficiency standards set forth by the company.

Requirements

• 2+ years of experience in a call center/customer service/support role or relevant experience, including commensurate internal experience.
• Bachelor’s Degree or relevant experience.
• Experience with web applications.
• Familiar with financial concepts and terms.
• Strong problem-solving skills.

Skills

• Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical and non-technical audiences.
• Ability to clearly communicate complex issues in an understandable manner.
• Ability to work independently and as part of a geographically dispersed team.
• Self-motivated with the ability to know when to escalate or seek guidance.
• Ability to manage multiple projects and tasks simultaneously.
• Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment.
• Working knowledge of MS Office suite including Outlook, Excel, Word, and PowerPoint.
• Strong organization and time management skills.
• Able to keep an even temperament and provide a pleasant service experience.
• Experience using SalesForce/CRM program a plus.
• Bi-lingual/Spanish speaking a plus.
• Knowledge of the following topics is a plus: investment planning, retirement planning, life insurance planning, education planning, estate planning.

About eMoney Advisor

At eMoney Advisor, our mission is to help people talk about money. Founded in 2000, it’s the only wealth management system that offers transparency, security, mobile access, and superior organization. Our award-winning, web-based services and resources are designed to amplify advisors' value to their clients. Today, we serve more than 109,000 financial professionals and support over 6 million end clients. We create and nurture a culture that values diversity and inclusion, enabling our employees to thrive and do their best work. Different ideas, perspectives, and backgrounds inspire a stronger and more creative work environment that delivers better results. eMoney is proud to be an equal opportunity workplace.