Associate Client Support Specialist at eMoney Advisor

Description The Associate Client Support Specialist is responsible for answering incoming customer inquiries, solving customer issues via phone or chat and escalating cases to tier two teams or management when necessary. They handle cases related to at least five 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 the efficiency standards set forth by the company and displays ownership when handling customer requests.Job ResponsibilitiesManages a large amount of inbound calls, emails or chats in a timely manner related to at least five major areas of the eMoney platformIdentify customer needs, clarify information, research every issue and provide solutionsMeet personal and team quantitative and qualitative targetsLog all appropriate details of interactions in a comprehensible wayAttend all trainings and completes all assignments to familiarize themselves with the eMoney platform and Client Support policies and proceduresAnswer service calls or emails of increasing complexity regarding eMoney applications as they progress through training, relying on resources when neededCompetently answer questions and resolves customer issuesEscalate complex issues to tier two teams when necessaryStay up to date on system releases, new features, bugsMaintain high levels of call quality and professionalismMeet efficiency standards set forth by the companyRequirements0 - 1 Years in a customer service/support role or relevant experienceFamiliar with web applicationsFamiliar with financial concepts or terms a plusBilingual in English and Spanish is a plusSkillsExcellent communication and interpersonal skills, including the ability to communicate effectively to both technical & non-technical audiencesAbility to work independently and as part of a geographically dispersed teamMust be self-motivated and know when to escalate or seek guidanceAbility to manage multiple projects and tasks simultaneouslyDetail-oriented and able to accomplish a wide variety of tasks in a fast-paced environmentWorking knowledge of MS Office suiteStrong interpersonal and verbal/written communication skillsStrong organization skills and time management skillsCustomer focus and adaptability to different personality typesThe salary range for this position is $41,000 - $54,000; 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. At eMoney Advisor, our mission is to help people talk about money. Founded in 2000, it's the only wealth management system that offers transparency, security, mobile access, and superior organization. Our award-winning, web-based services and resources are designed to amplify advisors' value to their clients. Today, we serve more than 109,000 financial professionals and support over 6 million end clients.At eMoney, we create and nurture a culture that values diversity and inclusion, which enables our employees to thrive and do their best work. Different ideas, perspectives, and backgrounds inspire a stronger and more creative work environment that delivers better results.eMoney is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.