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Member Experience Specialist at Facet. 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 interaction—someone 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.. 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.. Company Location: United States.