eMoney Advisor is hiring a Client Support Specialist to join our team. In this role, you will be responsible for answering incoming customer inquiries, solving complex customer issues, and ensuring a high standard of call quality and professionalism. You will become an expert in at least ten major areas of the eMoney platform, directly supporting our advisor community.
What You'll Do
- Answer a large volume of service calls, chats, and emails regarding eMoney applications.
- Provide technical and financial planning product support to advisors.
- Assist advisors with building financial planning scenarios within the platform.
- Identify customer needs, research issues, and provide effective solutions.
- Log all interaction details comprehensively in the case management system.
- Escalate complex cases to tier two support teams when necessary.
- Stay current on new platform features, system releases, and financial industry trends.
- Meet personal and team quantitative and qualitative performance targets.
- Attend trainings and complete assignments to master platform and support procedures.
- Follow assigned schedules, including adherence to start/stop, break, and lunch times.
- Maintain high levels of call quality and professionalism in all interactions.
What We're Looking For
- 2+ years of experience in a call center, customer service, or technical support role.
- A Bachelor’s Degree or equivalent relevant professional experience.
- A strong aptitude for technology and hands-on experience with web applications.
- Familiarity with foundational financial concepts and terms.
- Demonstrated strong problem-solving and analytical skills.
Nice to Have
- Financial Paraplanner Qualified Professional (FPQP), Certified Financial Planner (CFP), or related financial planning designation.
- Knowledge or experience supporting at least two of these topics: investment, retirement, life insurance, education, or estate planning.
- Experience using a SalesForce or other CRM program.
- Bi-lingual proficiency in Spanish.
Technical Stack
- MS Office suite including Outlook, Excel, Word, and PowerPoint.
- SalesForce or similar CRM program.
Team & Environment
You will be part of a geographically dispersed Client Support team.
Benefits & Compensation
- Salary range: $48,000 - $61,000.
- Annual bonus program.
- Retirement contribution plan.
- Comprehensive health insurance.
- Sick leave and paid time off.
- Parental leave.
Work Mode
This is an onsite position.
eMoney is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
