# Member Experience Specialist

> Facet · United States (Remote) · Full-time · Posted 2026-01-26

**Salary:** USD 60,000–75,000

**Workplace:** remote

**Department:** Client Experience

## Description

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.

## 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.

## Benefits

-   $60,000-$75,000 base salary + bonus
-   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
-   Work from anywhere in the US

## Apply

[Apply at Facet](https://apply.workable.com/facetwealth/j/88ABA0565B/apply)

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