Client Support Specialist

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, pu