Role overview
The Customer Experience Specialist will help financial planning members navigate investment rollovers and account transfers through attentive phone, email, and Zoom support. This full-time role combines live technical guidance, proactive follow-up, and relationship building, with the flexibility to work from anywhere in the United States.
Responsibilities
- Provide energetic, professional, empathetic frontline support by phone, email, and live video.
- Lead screen-sharing sessions to resolve app problems and guide members through ACAT transfers and investment rollovers in real time.
- Maintain a consistent follow-up schedule, proactively calling and emailing members about the status of money movements.
- Manage a high volume of inquiries with clear responses and complete resolution of each ticket.
- Organize your calendar to maximize availability for member calls and make appointments easy to book.
- Document recurring member pain points and collaborate with Product teams on improvements.
- Call members reporting low CSAT or NPS scores to understand concerns and restore their service experience.
Required Qualifications
- Two to three years of high-volume, client-facing financial services support experience using phone, Zoom, and email.
- At least two years working at a Registered Investment Adviser, broker-dealer, or wirehouse.
- Ability to build rapport quickly and put members at ease during complex technical processes.
- Comfort with screen sharing and help desk software, including Salesforce Service Cloud, to troubleshoot and explain digital workflows.
- Patience, resilience, empathy, and a member-first approach to solving problems.
- Excellent spoken and written English and the ability to explain brokerage terminology in clear, actionable language.
- Self-direction and accountability for a member queue in a fast-paced remote startup environment.
Preferred Experience
- Investment rollovers, ACH transfers, and ACAT transfers.
- Strong command of messaging inboxes, ticketing platforms, and multichannel support workflows.
- Professional support over Zoom or other video conferencing platforms.
- Excellent time management across live calls and administrative follow-ups.
Compensation and Benefits
Base salary is $60,000–$75,000, plus bonus and equity.
- Flexible paid time off.
- Medical, dental, and vision insurance.
- A 401(k) plan with employer match.
- Employer-paid short-term and long-term disability coverage, life insurance options, and paid parental leave.
- Certification reimbursement.
- Remote work from anywhere in the US.
Professional Environment
The employer is an independent Registered Investment Adviser, not a FINRA-member broker-dealer. It does not hold, sponsor, or maintain FINRA licenses, including Series 7, 63, or 65. Investment Adviser Representatives hold professional credentials, including the CFP designation.