Member Experience Specialist (Tues-Sat)

About the job

About the Opportunity:

The organization focuses on financial planning centered on member support. The Member Experience Specialist role involves direct interaction to guide members through complex financial processes, including investment rollovers and account transfers, providing technical walkthroughs to ensure member confidence and support.

Responsibilities:

• Provide high-energy, professional, empathetic support via phone, email, and live video (Zoom) as the frontline expert for members

• Lead screen-share sessions to troubleshoot app issues and facilitate complex investment transfers (ACATs/Rollovers) in real time

• Maintain proactive follow-up with members on status updates regarding their money movements

• Manage a high volume of member inquiries with responsiveness, clarity, and ensure all tickets are closed

• Strategically manage schedule to maximize availability for member calls and ensure smooth booking

• Document common pain points from member interactions and collaborate with Product teams for solutions

• Reach out to members reporting poor experiences to listen, learn, and resolve concerns

Requirements:

• 2 to 3 years of experience in a high-volume, client-facing support role within financial services (Phone/Zoom/Email)

• 2 or more years working in a Registered Investment Advisor, Broker/Dealer, or Wirehouse environment

• Ability to build rapport quickly over the phone and ease members through complex technical processes

• Comfortable using screen-sharing tools and help desk software (Salesforce Service Cloud) to diagnose issues and guide members

• Patient, resilient, and committed to a member-first approach

• Exceptional verbal and written English skills, capable of simplifying complex brokerage terminology

• Self-starter with ownership of member queue in a fast-paced, remote startup environment

Preferred Skills & Experience:

• Experience facilitating investment rollovers, ACH, and ACAT transfers

• Mastery of messaging inboxes, ticketing platforms, and multi-channel support workflows

• Experience providing professional video support via Zoom or similar tools

• Strong time management skills balancing live calls and administrative follow-ups

Benefits & Perks:

• Flexible PTO

• Medical, dental, and vision insurance

• 401(k) with employer match

• Short and long term disability coverage (paid by the organization)

• Life insurance options

• Paid parental leave

• Certification reimbursement program

• Work from anywhere in the US

Compensation:

• $60,000 to $75,000 base salary plus bonus

• Equity

Note:

“RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.”