Member Experience Specialist

Job Summary

To support a growing client base, the full-time remote Member Experience Service Specialist will engage with members through phone, email, and Zoom, providing high-touch support for product, service, and billing inquiries while fostering trust and satisfaction.

Key responsibilities

• Provide high-energy, professional, and empathetic support across multiple communication channels
• Manage a high volume of member inquiries with a focus on responsiveness and clarity
• Document user pain points and collaborate with Product and Engineering teams to address issues

Required qualifications

• 2-3 years of experience in a client-facing support role managing high-volume inquiries
• Experience with Registered Investment Advisors (RIA), Broker-Dealers, or Wirehouses preferred
• Proven ability to build rapport quickly over the phone
• Familiarity with screen-sharing tools and help desk software (e.g., Salesforce Service Cloud)
• Strong financial literacy to simplify complex investment concepts for clients