Member Experience Specialist - Remote

The Member Experience Specialist at Facet is responsible for providing exceptional customer support, which includes resolving billing and technical inquiries, navigating investment rollovers and transfers, and ensuring that each member interaction is of the highest quality. This role also involves analyzing member feedback to identify issues and contributing to solutions that enhance overall satisfaction.

To qualify for the Member Experience Specialist role at Facet, you should have a minimum of 2-3 years of experience in providing technical support within the financial services industry. Strong communication skills in English, an analytical approach to problem-solving, and a tech-savvy disposition are essential. Experience with managing investment account rollovers and customer support systems is preferred.

Member Experience Specialists at Facet utilize various tools, including Salesforce Service Cloud for customer management, as well as internal software for tracking member inquiries and responses. Familiarity with help desk ticketing systems and messaging platforms is also beneficial in successfully managing member requests and strengthening team communication.

Yes, Facet promotes a culture of continuous improvement and career development. As a Member Experience Specialist, you will have the opportunity to learn new tools, take on additional responsibilities, and contribute to process improvements, leading to potential advancement within the company.

Facet offers a flexible and supportive work environment for remote Member Experience Specialists. The team fosters collaboration and open communication, encouraging employees to share insights and ideas to improve the member experience. You're empowered to manage your schedule while meeting the needs of your members.

When faced with multiple member requests, it’s crucial to assess urgency based on factors such as member status and the complexity of their inquiries. A good approach is to categorize requests and establish a system for addressing high-priority issues first, while maintaining open communication with members about expected response times.

When answering this question, focus on a specific example demonstrating your problem-solving abilities. Detail the issue, the steps you took to resolve it, the tools utilized, and the successful outcome. Highlighting your analytical skills and commitment to customer satisfaction is essential.

Share any relevant experience you have with investment account rollovers, highlighting the processes you are familiar with and how you successfully assisted members in navigating these challenges. Emphasize your understanding of relevant regulatory concerns and how you ensure compliance during these transactions.

Difficult conversations can be challenging, but staying patient and empathetic is key. Explain that you approach these situations by actively listening, validating the member's feelings, and clearly communicating the steps you can take to resolve their concerns.

Effective communication is the backbone of excellent member support. It involves active listening, clear articulation of solutions, and follow-up to ensure that members fully understand the processes. Good communication builds trust and assures members that their concerns are a priority.

Effective time management involves setting clear priorities for tasks, utilizing tools like calendars and task lists, and being flexible in adjusting plans based on member needs. Share examples of how you allocate your time to ensure quality interactions with all members while minimizing stress.

To ensure a seamless experience during high-demand periods, planning and proactive scheduling are essential. Communicate early with members about potential delays, prioritize urgent requests, and collaborate with your team for shared support to maintain service quality.

While there are many important qualities, empathy stands out as critical. It allows you to connect with members, understand their concerns, and tailor your support to meet their unique needs, ensuring they feel valued and supported throughout their journey.

To keep updated, I actively follow industry news, subscribe to relevant financial publications, and participate in webinars and training. Continuous education is vital in the financial services sector to provide accurate information and the best support to members.

Reflect on Facet’s values and mission in your answer, emphasizing your passion for helping people reach their financial goals. Discuss how your skills align with the company’s focus on exceptional member experiences and your eagerness to be part of a team that is making a real difference.