Client Support Specialist

Quick Facts

• Work Policy: Remote
• Job Type: Full Time
• Salary Range: $48,000 – $61,000, with eligibility for an annual bonus
• Experience Level: 2+ years in a call center, customer service, or support role
• Schedule: Overtime may be required; the application asks about availability for 11:30 AM to 8:00 PM EST

About eMoney Advisor

eMoney Advisor makes financial planning software. It supports over 138,000 financial professionals who serve more than 7 million end clients. Its mission is to help people talk about money and make more informed financial decisions, and it describes an inclusive, people-first culture that values diverse perspectives and innovation.

About the Role

This remote Client Support Specialist position answers customer inquiries, resolves issues, and escalates complex cases to tier two teams or management. The role covers at least ten major areas of the eMoney platform and emphasizes customer satisfaction, high call quality, professionalism, meeting efficiency standards, and taking ownership of requests.

What You’ll Do

• Handle a high volume of calls, chats, or emails of growing complexity about eMoney applications in a call center setting
• Provide technical and planning product support to advisors
• Help advisors build financial planning scenarios in the platform
• Stay current on new features and functionality across all eMoney production sites
• Stay informed on financial planning industry laws and trends
• Identify customer needs, clarify details, research each issue, and deliver solutions
• Meet individual and team quantitative and qualitative targets
• Log interaction details clearly and comprehensibly
• Attend all trainings and complete assignments on the platform and on Client Support policies and procedures
• Review emails and process administrative requests as needed
• Answer questions competently and resolve customer issues
• Escalate complex issues to tier two teams when necessary
• Keep up with system releases, new features, and bugs
• Maintain high call quality and professionalism
• Work overtime when business needs require it
• Meet company efficiency standards

What You’ll Need

• 2+ years in a call center, customer service, or support role, or relevant experience, including comparable internal experience
• Bachelor’s degree or relevant experience
• Experience with web applications
• Familiarity with financial concepts and terms
• Strong problem-solving skills

Skills and Attributes

• Communicates well with both technical and non-technical audiences and can explain complex issues simply
• Works independently and within a geographically dispersed team
• Self-motivated, and knows when to escalate or ask for guidance
• Manages multiple projects and tasks at once
• Detail-oriented and effective in a fast-paced environment
• Working knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint)
• Strong verbal and written communication and interpersonal skills
• Strong organization and time management
• Even-tempered, delivering a pleasant service experience

Nice to Have

• Experience with Salesforce or another CRM
• Bilingual, including Spanish
• Knowledge of investment, retirement, life insurance, education, or estate planning

Compensation and Benefits

The salary range is $48,000 to $61,000, with the final figure depending on skills, professional background, and expertise. Eligible employees may receive an annual bonus, retirement contributions, health insurance, sick leave, parental leave, and paid time off, subject to eMoney policies.