Client Support Specialist

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 a comprehensible way • Attends all trainings and successfully completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and procedures • May review emails and processes administrative requests • Competently answers questions and resolves customer issues