What are the responsibilities and job description for the Specialist, Client Assistance Team position at Edelman Financial Engines?
Specialist, Client Assistance Team (Hybrid-Kansas City, Phoenix or Fairfax or Remote)
At Edelman Financial Engines (EFE), we believe everyone deserves to move their financial life forward!
We know that assets have the power to fund goals. Those numbers represent individual lifetimes filled with hard work and dreams for our clients and generations to follow. Our clients trust us to guide them forward with empathy, integrity and invention. We uphold that same standard of respect and commitment for clients and colleagues alike.
Founded on the idea that financial education is a fundamental right for everyone, Edelman Financial Engines continues to grow and challenge the status quo. We’re moving forward, together. If our purpose-driven commitment inspires you, we invite you to consider joining our team.
As a Client Assistance Team (CAT) Specialist, you will provide support for existing clients and prospects by handling inbound calls, emails, and chats. Interactions will be on varied subjects, as a mix of customer service and product/technical support. The primary focus will be the digital interactions our clients and prospects experience with our branded public platforms such as Edelmanfinancialengines.com and our client/prospect portals. The CAT Specialist will also provide support and resolution for Personal Financial Management (PFM) clients and prospect, including the Ready Cash © program and other online tools.
Candidate must be available for a group training opportunity in Overland Park, KS for 4-5 days on or around in the first Quarter of 2025. Travel and accommodations are included, if required.
We are looking for someone who can help us deliver an elevated support and service experience for clients and prospective clients of the Edelman Financial Engines Wealth Planning organization. Candidates should be comfortable with a fast-paced environment, requiring knowledge and competencies in a very wide array of subjects and topics related to anything a client or prospect could encounter when interacting with our digital tools. Superior service skills are a must. Our motto says it all: Five-Star Is Our Par!
Responsibilities:
- Respond to inquiries about products and services.
- Direct clients and prospects to the correct contact destination.
- Consult and collaborate with external vendors and/or partners.
- Provide post-sales technical support of login accounts, websites, systems and/or applications for internal and external clients.
- Answer questions about operation, configuration, customization, and usage of digital platforms and tools.
- During on-queue time, reliably monitor all support contact channels including Chat, Phone and Jira ticketing.
- During off-queue time, follow-up on escalated and pending support tickets with support partner departments.
- Identify, triage, and deliver best solution for issues in a timely manner.
- Must be able to work a flexible schedule between the hours of 8:00 a.m. and 8:00 p.m. ET.
- Handle inquiries in all situations professionally, courteously and efficiently.
- Position requires high level of responsibility regarding confidential information; must be trusted with discretionary access to sensitive and/or confidential client information.
- Accurately document issues and detailed resolution notes in internal ticketing and/or CRM system.
- Abide by performance standards, such as resolution time targets, satisfaction survey scores, call handling metrics, SLA’s and standard volume processing expectations.
- Perform outbound support sessions, upon request.
Requirements:
- Punctuality and Dependability is critical.
- High level of technical literacy and operational proficiency in a variety of platforms
- Ability to work both autonomously/remotely and in a collaborative environment.
- Ability to understand the fundamentals of finance and investment markets/securities.
- Exceptional client service skills, courteousness, phone etiquette and ability to communicate effectively to both internal and external business partners with exceptional grammar, spelling, and punctuation.
- Critical thinking, attention to detail, and multi-tasking skills required.
- Able to adapt to changes in the work environment.
- Consistently demonstrates our core values.
Edelman Financial Engines takes a market-based approach to pay. The expected base salary range for this role nationally is $36,000 - $48,000. However, final base pay will be carefully determined based on several factors, including responsibilities, job-related skills, relevant experience, geographic location, and market conditions. Additionally, this role may be eligible for other forms of compensation and benefits, such as a discretionary bonus, health, dental and other wellness plans, and 401(k) contributions.
Your recruiter can share more about the specific benefits eligible for this role during the hiring process.
About Edelman Financial Engines
Since 1986, Edelman Financial Engines has been committed to always acting in the best interests of our clients. We were founded on the belief that all investors – not just the wealthy – deserve access to personal, comprehensive financial planning and investment advice. Today, we are America’s top independent financial planning and investment advisory firm, recognized by Barron's1 with 145 offices2 across the country and entrusted by 1.3 million clients to manage more than $245 billion in assets.3
Our unique approach to serving clients combines our advanced methodology and proprietary technology with the attention of a dedicated personal financial planner. Every client’s situation and goals are unique, and the powerful fusion of high-tech and high touch allows Edelman Financial Engines to deliver the personal plan and financial confidence that everyone deserves.
For more information, please visit EdelmanFinancialEngines.com.
© 2023 Edelman Financial Engines, LLC. Edelman Financial Engines® is a registered trademark of Edelman Financial Engines, LLC. All advisory services provided by Financial Engines Advisors L.L.C., a federally registered investment advisor. Results are not guaranteed. See EdelmanFinancialEngines.com/patent-information for patent information. AM2789819
For California residents, please see the link for the Privacy Notice for Candidates. California law requires that we provide you this notice about the collection and use of your personal information. Please read it carefully.
Edelman Financial Engines encourages success based on our individual merits and abilities without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, pregnancy; marital, domestic partner or civil union status; national origin, citizenship, ancestry, ethnic heritage, genetic information, age, legally recognized disability, military service or veteran status.
Accommodations are modifications or adjustments to the hiring process that would enable you to fully participate in that process. If you need assistance to accommodate a disability, you may request one at any time by either contacting your recruiter or HRQ@EdelmanFinancialEngines.com.
1 The Barron’s 2023 Top 100 RIA Firms list, an eight-year annual ranking of independent advisory firms, is qualitative and quantitative, including assets managed by the firms, technology spending, staff diversity, succession planning and other metrics. Firms elect to participate but do not pay to be included in the ranking. Investor experience and returns are not considered.
2 Edelman Financial Engines data, as of Dec. 31, 2022.
3 Edelman Financial Engines data, as of Sep. 30, 2023.
Salary : $48,000
