Senior Client Support Specialist

Profile

The Senior 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 demonstrate a commitment to customer satisfaction and maintain high levels of call quality and professionalism. They are capable of handling cases related to all major areas of the eMoney platform and may specialize in one or more areas of the platform. In addition, they provide support and mentorship to Associate Client Support and Client Support Specialists. The Senior Client Support Specialist consistently meets or exceeds the efficiency standards set forth by the company and displays ownership when handling customer requests, driving client adoption and retention through the service they provide.Job ResponsibilitiesAnswers a large volume of service calls, chats, or emails of increasing complexity regarding eMoney applications within a call center environmentAssists advisors with complex financial planning scenarios within the eMoney platformProvides technical and planning product support to advisorsKeep abreast of new features and functionality on all production sites of eMoneyKeep abreast of financial planning industry laws and trendsMeet personal and team quantitative and qualitative targetsLog all appropriate details of interactions in a comprehensible wayAttend all trainings and completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and proceduresAct as a subject matter expert for a major area of the eMoney application and for new features and enhancements that are releasedProvide training and expertise to Client Support team member and cross functional teams as neededMaintain high levels of call quality and professionalismMeet or exceed the efficiency standards set forth by the companyProvide mentorship and coaching to Client Support Specialist and Associate Client Support SpecialistsMay proactively reach out to at-risk users or support the Client Support team in user retention efforts in other waysu00A0Make outbound calls to escalated client issues for de-escalation or sharing of advanced product knowledgeAssist leaders with identifying learning opportunities with the reps and any trends impacting the client experienceMaintain and share knowledge of system best practices and efficiencies with users and client support team membersProvide feedback to our internal partners to improve processes and ensure client satisfactionCreate product-related resources to assist the Client Support team in their interactionsEscalate complex issues to tier two teams when necessaryThis position may require domestic overnight travel in support of tradeshows and training eventsOvertime may be expected depending on the needs of the businessOther duties or projects as assignedRequirementsu00A03 years in a Customer Service/Support role or relevant experienceBacheloru2019s Degree, preferably in financial planning industry or financial planning certification is strongly preferredFinancial Paraplanner Qualified Professional (FPQP) designation, Certified Financial Planner (CFP) designation, or other financial planning related designations is strongly preferredKnowledge/Experience supporting at least two of the following five topics: investment planning, retirement planning, life insurance planning, education planning, estate planning,u00A0oru00A0relatedu00A0financial planning related experienceStrong aptitude for technology and web applicationsFamiliar with financial concepts and termsu00A0u00A0Skillsu00A0Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiencesAbility to clearly communicate complex issues in an understandable mannerAbility to work independently and as part of a geographically dispersed teamMust be self-motivated and know when to escalate or seek guidanceAbility to manage multiple projects and tasks simultaneouslyDetail-oriented and able to accomplish a wide variety of tasks in a fast-paced environmentWorking knowledge of MS Office suiteu00A0including, Outlook, Excel, Word, Power PointStrong interpersonal and verbal/written communication skillsStrong organization skills and time management skillsAble to keep an even temperament and provide a pleasant service experienceExperience using SalesForce/CRM program a plusBi-lingual/Spanish speaking a plusu00A0The salary range for this position is $48,000 - $71,000; commensurate salary to be determined based on skills, professional background and expertise.u00A0 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.u00A0u00A0u00A0

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