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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.
At eMoney, we’re powering what’s possible in financial planning. Our mission is to help people talk about money and make more informed financial decisions. Through our comprehensive financial planning solutions, we help advisors bring clarity to complex decisions and deliver more personalized guidance.
Today, eMoney supports more than 138,000 financial professionals who guide the financial lives of over 7 million end clients. That reach gives every member of our team the opportunity to contribute to work that makes a meaningful, lasting impact.
We’re equally committed to powering what’s possible for our people. We foster an inclusive, people-first culture where diverse perspectives are valued, innovation is encouraged, and employees are supported in doing their best work.
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.