Client Support Representative
Description
Since 2017, Flourish has been on a mission to help financial advisors evolve from holistic advice to holistic implementation to better serve their clients and grow their businesses. We focus on independent Registered Investment Advisors (RIAs), delivering financial products that advisors can’t easily access today through beautiful, scalable, and easy-to-use technology.
Today, we work with over 1,100 RIAs that collectively represent more than $2.6T in assets under management across two products: Flourish Cash and Flourish Lending. Headquartered in New York City, we are an independently-operating, wholly-owned subsidiary of MassMutual Life Insurance Company.
Read on if you are interested in joining a dynamic, highly-collaborative, rapidly-growing startup—backed by the support and stability of a Fortune 500 company.
About You
You are an ambitious self-starter looking to join a fast-growing fintech startup as a client support specialist. You love providing truly white-glove client support, whether via phone, email or chat, and have excellent communication skills (both written and verbal). You have a penchant for explaining complex, technical details to non-technical audiences. You have an indefatigable approach to problem solving and see every client interaction as an opportunity to improve the business overall.
Beyond providing support, you are also excited to contribute to every aspect of a growing client support organization, from optimizing the technology we use to preparing reporting to thinking strategically about how we can provide better service, more efficiently. You also love collecting client feedback and sharing with our product organization to help us understand client requests and act as a key voice in improving the product.
About the Role
As a Client Support Representative, you’ll assist clients by phone, email, and chat primarily during Central Time business hours, with flexibility to cover other U.S. time zones as needed, using both internal and external tools. Client questions will range from providing straightforward answers about our products to solving in-depth issues that require a deep understanding of both our product and client circumstances – you can get a sense of the issues our clients ask about on our online Help Center FAQs. You’ll partner with our product team and work closely with engineers to help resolve thorny issues within a dynamic, always-changing environment.
Equally as important as providing white-glove support will be contributing to our client support organization. This will include building the playbook we’ll use to scale our client support organization, tagging and tracking client issues to identify trends, reporting on metrics used to efficiently run our business, and developing and maintaining internal and external client support materials, from email templates to phone scripts to client-facing FAQs. Given the small size of our team, this role is far more dynamic than the typical support role, and will involve operating within a fast-paced, technology centric environment that is constantly evolving.
Responsibilities
- Support company growth by providing clients with an excellent, white-glove client experience across phone, email and chat, including technical support
- Work closely with internal stakeholders, including product teams, sales, and relationship management, to effectively resolve client issues
- Conduct routine client outreach to address account servicing issues and participate in ad hoc projects and initiatives as needed
- Assist with the review and onboarding process for new accounts
- Develop and maintain external client support materials, from email templates to call scripts to FAQs
- Participate in support center scheduling, aligning staffing and hours of availability to inbound client demands
- Real time queue management for phone support
- Define and implement short-term business strategies to improve client experience and increase support team efficiency
- Training and development of new support representatives, including development of training materials
- Ensure all support-related tasks are completed in a timely matter, including working past the close of support hours as needed
- Must be able to work Central Time hours (9am - 5pm CT) and have flexibility to cover other US timezones as needed
Minimum Qualifications
- High School diploma or equivalent
- 3+ years of Client Support experience within financial services, or similar client-facing role with a significant volume of phone or email interaction
- A FINRA Series 7 license
- Due to the nature of this position, as part of the background check process, candidates must be able to pass a fingerprint background check to qualify as a fingerprinted person under FINRA. For roles requiring registration, additional regulatory screenings may apply, including a review of Form U5 disclosures and other relevant licensing information.
- A curious, analytical mind and strong problem-solving skills
- Self-starter with a positive attitude
- A professional, personable and humble manner
- Excellent interpersonal skills, as well as verbal and written communication skills
- Position is a hybrid role based in Dallas
Preferred Qualifications
- Experience with client support process improvements, metrics, reporting, hiring or training of support representatives, or similar
- A genuine passion for delivering exceptional customer service
- A proactive, ownership-driven mindset, treating responsibilities with care and dedication
At Flourish, we focus on ensuring fair, equitable pay by providing competitive salaries, along with bonus and incentive opportunities and benefits for all employees.
Base Salary Range: $51,500 - $80,000 plus bonus
Disclosures:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
As published by greenhouse · 22 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
Short answers (4)
- LinkedIn Profile optional
- Website optional
- 5. (a) If you answered YES to the previous question, please list your family members employed by Massachusetts Mutual Life Insurance Company or affiliates and your relation to them. optional
- 6. (a) If you answered YES to the previous question, please give details (including dates, locations, etc) below: optional
Pick from a list (18)
- 1. Are you legally authorized to work in the United States?
- 2. Are you currently authorized to work in the United States without requiring sponsorship (for example, H-1B, TN, employer based permanent residency), either now or in the future?
- 3. Are you at least 18 years of age?
- 4. Were you employed by a third party providing services to MassMutual in the past 5 years? (incorrect information may affect your benefit eligibility)
- 5. The Company's anti-nepotism policy restricts the hiring of family members of an employee in certain situations. For purposes of the anti-nepotism policy, family members are defined to mean: (a) Your current or former spouse, civil union partner/recognized domestic partner, parents, siblings, children, stepchildren, halfsiblings, grandparents, grandchildren, stepparents and stepsiblings; (b) children-in-law, parents-in-law, siblings-in-law; (c) your parent's sibling's children, parent's siblings or first cousins, if they reside with you; and (d) any unrelated person who you both reside with and are in a relationship with. Do you have any family members employed by Massachusetts Mutual life Insurance Company or any affiliates, including any of the following affiliates? MassMutual International LLC, The MassMutual Trust Company, FSB, MassMutual Global Business Services India LLP, MassMutual Global Business Services Romania SRL, Haven Tech (HITPS), Great American (Glidepath), Barings, Flourish
- 6. Do not disclose erased or expunged convictions. The federal Violent Crime Control and Law Enforcement Act prohibits insurance companies from employing certain convicted felons in the business of insurance, regardless of when the conviction occurred. Have you ever been convicted of a felony involving dishonesty or breach of trust? California applicants only: 'crime' excludes any conviction more than 2 years old for a marijuana-related offense.
- By clicking submit, you attest that your application is accurate and complete.
- 8. Receipt of this application does not mean or imply that I will be employed.
- 9. The statements and information furnished by me to the Company, whether in this form or otherwise, are true and complete. I may be refused hire or discharged if at any time the Company discovers any falsification, omission or misrepresentation of fact by me.
- 10. I confirm I am not restricted by any restrictive covenant, non-solicitation provision or agreement not to compete which would impact my being employed or performing duties for the Company.
- 11. I understand that I may be required to sign an inventions and intellectual property, non-solicitation, confidentiality, code of ethics and/or business ethics agreement, as a condition of employment. I understand that if I am engaging in the Company's business I will be required to make and keep accurate regulatory and criminal disclosure information as a condition of employment.
- 12. I understand that employment with the Company is at will, for no fixed period of time. If hired, I will be free to resign at any time. Likewise, the Company will have the right to terminate my employment at any time with or without any reason or notice, except as specifically prohibited by law. No oral representation to the contrary has been made to me and I understand that no employee or representative of the company is authorized to make any such representation now or in the future.
- 13. I agree to conform to the rules, policies and procedures of the Company, including the Code of Conduct, which I acknowledge are subject to change at any time at the sole discretion of the Company.
- 14. (a) I have a close family member (spouse, spouse equivalent, dependent, parent, sibling) employed at or otherwise associated with the Company's outside audit firm (KPMG LLP).
- 14. (b) I was employed by the Company's outside audit firm in the past three years.
- 14. (c) I have a financial or business relationship or affiliation with the Company's outside audit firm or its members (partners, managers).
- 15. I understand that if employed, I will not engage in any outside activity that would create a conflict of interest with my MassMutual duties and will not engage in any personal sales activities, including maintaining or servicing a book of business.
- 16. I confirm that I have the necessary license(s) required for this role.