Who You Are:
M1 is seeking a highly motivated, FINRA-licensed (SIE, Series 7, and Series 63 or 66) individual with a passion for client advocacy and solving problems in a timely and accurate manner. The Client Success Associate will act as the primary liaison for M1 clients, strategically supporting and growing their book of business by helping clients get the most from M1’s platform. As part of our Client Success team, you will provide a world-class client experience, focusing on proactive engagement and wallet share expansion.
What You’ll Do:
The Client Success Associate will be matched with a book of business, the size of which will vary depending on the client segment. Your mandate is to strategically support (via inbound message and call) and grow (via outbound outreach) your book by driving satisfaction for the client and wallet share growth for M1. The CS team operates in pods, matching client-facing CSAs to existing client segments, providing a supportive structure for both team members and clients. CSAs are responsible for client satisfaction and client growth.
Duties may include, but are not limited to:
- Develop an in-depth knowledge of all M1 products and offerings.
- Respond to inbound client calls, messages, and emails in a professional and prompt manner (meeting SLAs and CSAT metrics).
- Resolve client queries, recommend solutions, and guide clients through features and functionality.
- Make outbound, proactive calls and messages to help existing clients better understand M1’s products and services.
- Escalate tickets to appropriate team members based on severity.
- Proactively identify and solve problems.
- Aggregate client feedback to provide M1’s product team with actionable information to prioritize and develop features within the application.
Qualifications:
- FINRA licensing (SIE, Series 7, and Series 63 or 66).
- 2+ years of tangible work experience in sales, client service, or working at a broker-dealer.
- Client-focused with a passion for speaking to clients, answering queries, and solving complex issues.
- Exceptional communication skills, both written and verbal, with the ability to build rapport, listen effectively, ask probing questions, understand concerns, and take proactive approaches.
- Strong work ethic and proactive approach, capable of effectively managing multiple priorities, adapting to change, and excelling in a fast-paced business environment.
- Analytical and solution-driven, excelling at solving and escalating problems, particularly in collaborative, team settings.
- Technically proficient with the ability to learn and utilize multiple software platforms (especially Internal Tools and Intercom).
- Empathy for understanding the business needs of current and prospective clients.
- Interest in personal finance.
Work Hours:
Hours are from 8AM - 5PM CST, with phone availability from 8AM - 3PM CST and a 1-hour lunch break. Work hours could be subject to change.
If you’re ready to take the next step in your career and help clients achieve their long-term financial goals, apply today!
