Client Support Specialist
Company: eMoney Advisor
Location: Seattle
Posted on: May 28, 2023
Job Description:
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
- Manages a large amount of inbound calls, emails or chats in a
timely manner related to at least ten major areas, including
expertise in one or more areas of core planning functionality
- Provides support to Client Support team members -in one or more
areas of expertise
- 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 completes all assignments to
familiarize themselves with the eMoney platform and Client Support
policies and procedures
- Answers service calls or emails of increasing complexity
regarding eMoney applications as they progress through training,
relying on resources when needed
- 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
- Maintain high levels of call quality and professionalism
- Meets efficiency standards set forth by the company
Requirements
- 1+ years of experience in a customer service/support role or
relevant experience
- Familiar with at least two of the following five topics:
investment planning, retirement planning, life insurance planning,
education planning, estate planning
- Familiar with web applications
- Familiar with financial concepts and terms
- BS degree or relevant experience
- Bilingual in English and Spanish is a plus Skills
- Excellent communication and interpersonal skills, including the
ability to communicate effectively to both technical &
non-technical audiences
- 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
- Strong interpersonal and verbal/written communication
skills
- Strong organization skills and time management skills
- Customer focus and adaptability to different personality
types
The salary range for this position is $44,000 - $63,000;
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.
Keywords: eMoney Advisor, Seattle , Client Support Specialist, Other , Seattle, Washington
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