Client Support Specialist Job Vacancy in eMoney Advisor, LLC Denver, CO – Latest Jobs in Denver, CO
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Company Name : eMoney Advisor, LLC
Location : Denver, CO
Position : Client Support Specialist
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 $42,000 – $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.
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