Associate Client Support Specialist


The Associate Client Support Specialist is responsible for successfully completing training to learn the eMoney Platform and building a foundation of service excellence that meets the standards set forth by the company. Once trained, the Associate Client Support Specialist is responsible for answering incoming customer inquiries, solving customer issues and directing calls to escalation teams or management when necessary. This role relies heavily on team supervisors, escalation resources and Senior Client Support Specialists.

 

Job Responsibilities

  • Attends all trainings and completes all assignments to familiarize themselves with the eMoney platform and Client Engagement support procedures
  • Answers service calls of increasing complexity regarding eMoney applications as they progress through training, relying on resources when needed
  • Reviews emails and processes administrative requests
  • Log all appropriate details of call and email interactions in CRM
  • Provide first level technical support for account connections
  • Work directly with Data Service team members on level 2 client facing service requests
  • Escalates complex aggregation, planning and tech support issues to designated teams appropriately
  • Stays up to date on system releases, new features, bugs
  • May make outbound support calls in response to voicemail and email requests

 

Requirements

  • Bachelor’s degree or equivalent work experience preferred

 

Skills

  • Ability to manage multiple projects and tasks simultaneously
  • Detail-oriented and able to accomplish a wide variety of tasks in a fast-paced environment
  • Working knowledge of MS Office suite
  • Understanding of CRM systems
  • Strong interpersonal and verbal/written communication skills
  • Strong organization skills and excellent time management skills
  • Adept at data and trend analysis
  • Excellent team player

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