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 functionalityProvides support to Client Support team members in one or more areas of expertiseIdentify customer needs, clarify information, research every issue and provide solutionsMeet personal and team quantitative and qualitative targetsLog all appropriate details of interactions in a comprehensible wayAttends all trainings and completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and proceduresAnswers service calls or emails of increasing complexity regarding eMoney applications as they progress through training, relying on resources when neededMay review emails and processes administrative requestsCompetently answers questions and resolves customer issuesEscalates complex issues to tier two teams when necessaryStays up to date on system releases, new features, bugsMaintain high levels of call quality and professionalismMeets efficiency standards set forth by the company

　　Requirements

　　1+ years of experience in a customer service/support role or relevant experienceFamiliar with at least two of the following five topics: investment planning, retirement planning, life insurance planning, education planning, estate planningFamiliar with web applicationsFamiliar with financial concepts and termsBS degree or relevant experienceBilingual in English and Spanish is a plus  

　　Skills

　　Excellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiencesAbility 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 suiteStrong interpersonal and verbal/written communication skillsStrong organization skills and time management skillsCustomer focus and adaptability to different personality types

　　The salary range for this position is $46,000 - $60,000; 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.