Member Experience Specialist

About the role

At Facet, we are revolutionizing financial planning by putting our members at the heart of everything we do. We are seeking a Member Experience Service Specialist who thrives on complex problem-solving—someone who can seamlessly transform product, service, and billing inquiries into moments of delight and resolution.

Responsibilities

• Serve as the frontline expert for members, providing high-energy, professional, and empathetic support across phone, email, and live video (Zoom).
• Lead members through screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real-time.
• 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.
• Manage a high volume of member inquiries with a focus on responsiveness, clarity, and "closing the loop" on every ticket.
• Strategically manage your schedule to maximize availability for member calls, ensuring a frictionless booking experience for those who need your help.
• Act as the "Voice of the Member" by documenting common pain points discovered during live interactions and collaborating with Product teams to solve them.
• Proactively reach out via phone to members who have reported less-than-ideal experiences (low CSAT/NPS) to listen, learn, and resolve their concerns.

Requirements

• Communication Pro: 2–3 years of experience in a high-volume, client-facing support role within financial services (Phone/Zoom/Email).
• Industry: 2+ years of experience working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse.
• Relationship Builder: A natural ability to build rapport quickly over the phone and put members at ease during complex technical processes.
• Tech-Savvy Facilitator: Comfortable using screen-sharing tools and help desk software (Salesforce Service Cloud) to diagnose issues and guide members through digital workflows.
• Empathetic Problem Solver: Patient, resilient, and driven by a "member-first" mindset.
• Clarity in Action: Exceptional verbal and written English skills, with the ability to explain complex brokerage terminology in simple, actionable terms.
• Accountability: A self-starter who takes ownership of their member queue and thrives in a fast-paced, remote startup environment.

Preferred Skills & Experience

• Transfer Expertise: Specific experience facilitating investment rollovers, ACH, and ACAT transfers.
• Help Desk Veteran: Mastery of messaging inboxes, ticketing platforms, and multi-channel support workflows.
• Virtual Presence: Experience conducting professional "face-to-face" support via Zoom or other video conferencing tools.
• Organizational Mastery: Exceptional time management skills with the ability to balance live calls with administrative follow-ups.

Pay

$60,000-$75,000 base salary + bonus

Schedule

Work from anywhere in the US

Benefits

• Equity
• Flexible PTO
• All the benefits: medical, dental, and vision insurance, 401(k) with employer match, short and long term disability coverage (paid by Facet), life insurance options and paid parental leave
• Certification reimbursement program