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 • 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...