Client Support Specialist
The Client Support Specialist is responsible for answering incoming customer inquiries, solving customer issues, and escalating cases to tier two teams or management when necessary. They handle cases related to at least ten major areas of the eMoney platform. They demonstrate a commitment to customer satisfaction and maintain high levels of call quality and professionalism. The Client Support Specialist consistently meets or exceeds the efficiency standards set forth by the company and displays ownership when handling customer requests. Job Responsibilities
- Answers a large volume of service calls, chats, or emails of increasing complexity regarding eMoney applications within a call center environment
- Provides technical and planning product support to advisors
- Assist advisors with financial planning scenarios within the eMoney platform
- Keep abreast of new features and functionality on all production sites of eMoney
- Keep abreast of financial planning industry laws and trends
- Identify customer needs, clarify information, research every issue, and provide solutions
- Meet personal and team quantitative and qualitative targets
- Log all appropriate details of interactions in a comprehensible way
- Attends all trainings and successfully completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and procedures
- May review emails and processes administrative requests
- Competently answers questions and resolves customer issues
- Escalates complex issues to tier two teams when necessary
- Stays up to date on system releases, new features, bugs
- Maintains high levels of call quality and professionalism
- Overtime may be expected depending on the needs of the business
- Meets efficiency standards set forth by the company
Requirements
- 2+ years of experience in a call center/customer service/support role or relevant experience, including commensurate internal experience
- Bachelor’s Degree or relevant experience
- Experience with web applications
- Familiar with financial concepts and terms
- Strong problem solving skills
Skills
- Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiences
- Ability to clearly communicate complex issues in an understandable manner
- Ability to work independently and as part of a geographically dispersed team
- Must be self-motivated and know when to escalate or seek guidance
- Ability to manage multiple projects and tasks simultaneously
- Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
- Working knowledge of MS Office suite including, Outlook, Excel, Word, Power Point
- Strong interpersonal and verbal/written communication skills
- Strong organization skills and time management skills
- Able to keep an even temperament and provide a pleasant service experience
- Experience using SalesForce/CRM program a plus
- Bi-lingual/Spanish speaking a plus
- Knowledge of the following topics is a plus: investment planning, retirement planning, life insurance planning, education planning, estate planning
The salary range for this position is $48,000 - $61,000; commensurate salary to be determined based on skills, professional background and expertise. This position is also eligible, pursuant to applicable eMoney policies, for the annual bonus program, retirement contributions, health insurance, sick leave, parental leave and paid time off.