Client Support Specialist

Job 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
• Aids advisors with financial planning scenarios within the eMoney platform
• Keeps abreast of new features and functionality on all production sites of eMoney
• Identifies customer needs, clarifies information, researches every issue, and provides solutions
• Maintains high levels of call quality and professionalism
• Escalates complex issues to tier two teams when necessary
• Stays up to date on system releases, new features, bugs
• Attends all trainings and successfully completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and procedures
• May review 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, bugs
• Maintains high levels of call quality and professionalism

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 & 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 and knows when to escalate or seek guidance
• Knows how 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, Power Point
• Strong interpersonal and verbal/written communication skills
• Strong organization skills 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

Pay

The salary range for this position is $48,000 - $61,000; commensurate salary to be determined based on skills, professional background and expertise.

Schedule

This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.