This is high-touch client support in financial services, built around guiding members through investment rollovers and account transfers. You’re basically the calm, confident guide on the phone and Zoom who helps people move money without panicking. Heavy follow-up, heavy communication, lots of “white glove” hand-holding through technical steps.
About Facet
Facet is a financial planning company focused on a human-first, member-centric experience. This role sits at the intersection of service, operations, and light product feedback: solve the member’s problem now, then report patterns back to product so it happens less later.
Schedule
- Full-time
- Remote, work from anywhere in the U.S.
- High interaction role (phone, email, Zoom) with active queue and follow-up cadence
What You’ll Do
- Provide high-touch support across phone, email, and Zoom
- Run screen-share sessions to troubleshoot app issues and guide money movement (rollovers/ACATs) in real time
- Proactively manage a pipeline of member transfers with consistent follow-ups and status updates
- Handle a high volume of inquiries with clear, responsive “close the loop” communication
- Manage your calendar to stay available for member calls and keep booking friction low
- Document recurring pain points and collaborate with Product as the “voice of the member”
- Do service recovery calls for low CSAT/NPS members to resolve issues and rebuild trust
What You Need
- 2–3 years in a high-volume, client-facing support role in financial services (phone/Zoom/email)
- 2+ years experience in a Registered Investment Advisor, Broker/Dealer, or Wirehouse environment
- Strong rapport-building skills (especially when people are stressed about money)
- Comfortable with screen-sharing and help desk tools (Salesforce Service Cloud mentioned)
- Strong verbal and written English, able to explain brokerage terms in plain language
- Self-starter who owns their queue and thrives in a fast-paced remote startup
Preferred
- Direct experience with rollovers, ACH, and ACAT transfers
- Strong background in ticketing/multi-channel support workflows
- Confident, professional video presence on Zoom
- Excellent time management balancing live calls + admin follow-ups
Benefits
- Medical, dental, vision
- 401(k) with employer match
- Short and long-term disability (paid by Facet)
- Life insurance options
- Paid parental leave
- Flexible PTO
- Certification reimbursement program
- Equity
Compensation
- $60,000–$75,000 base + bonus + equity
Backbone moment: they’re not looking for generic “customer service.” They’re looking for someone who already speaks the language of brokerages and can quarterback transfers without dropping balls. If you don’t have that RIA/Broker-Dealer/Wirehouse background, you’ll probably get filtered out fast.
Happy Hunting,
~Two Chicks…