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.