Company Overview:
XY Planning Network (XYPN) is the leading organization for fee-only financial advisors who want to serve their Gen X and Gen Y peers, providing comprehensive financial planning services for a monthly subscription fee and without product sales or asset minimums. The Network offers a virtual community for new and established financial advisors who want to serve a younger clientele, and provides its members compliance support services, marketing support, business tools and templates, and a wide range of technology solutions.
XYPN was nationally recognized as one of The 346 Best Places to Work in 2019 by Inc. magazine. In addition, we have recently earned accolades as one of the Fastest-Growing Private Companies in Montana and in the US by Inc. magazine. This is an opportunity to join a rapidly growing company that is reshaping the financial services industry.
About the Position:
As part of a financial advisor’s membership at XY Planning Network, they are offered a suite of benefits to utilize. These benefits range from Errors & Omissions Insurance to technology that helps them grow and run their firm. We have online classes, coaching engagements, plus a whole lot more. (And we’re not slowing down!)
Over the next 18 months our Technology Team is building an online portal for member engagement to be seamless and self-guided. That’s where the Member Benefits Specialist comes in. You will be tasked with working with the Member Experience Team and the Technology Team to build out a knowledge base which will act as the central resource for members, and maintain it as we grow. We’re looking for you to help make each member’s user experience brighter!
The Member Benefits Specialist will be a full-time position located in Bozeman, MT. You'll be the primary point-of-contact for our amazing members. This an opportunity for a conscientious and kind individual with a passion for summoning smiles and delivering smart, thoughtful service both in writing and verbally. You'll delight our users with prompt, thorough, and heart-warming support they can't help but tell their peers about!
Your primary responsibilities will include answering membership and portal questions, tracking feedback requests, working cross departmentally, investigating and reporting bugs, and rocking out resources for our members.
What You’ll Do:
- Become an XYPN membership extraordinaire. You’ll know the portal and membership so well, you may even have dreams about it!
- Swiftly reply to member emails with generous, authentic responses via our help desk software (Help Scout), as well as placing the occasional phone call to users who need a little extra human touch
- Investigate and resolve both basic and complex support issues in a simple, straightforward way
- Troubleshoot and clearly report bugs to developers
- Track and help the Member Experience Team prioritize our customer’s feature requests. Membership is built for them after all!
- Contribute to the regular writing and refining of our knowledge base so customers can successfully “self-help” whenever possible
- Record brief tutorial videos for customer emails, our knowledge base, and the website
- Assist with member management, as well as onboarding and offboarding
- Maintain internal metrics and run user reports
- Work with the Director of Member Services to summarize support questions, complaints, compliments, and metrics for team meetings
- Spread the love to teammates by faithfully documenting troubleshooting steps + work processes so we can learn from -- and follow! -- them
- Conquer other support or company-related projects and tasks as needed
The Deets:
Start Date: Immediately
Status: Full-time (40-45 hours/week)
Location: Bozeman, MT
Direct Reports: No
Department: Member Services
Reports to: Director of Member Services
Compensation & Benefits:
- Salary: $51,616 / year
- Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)
- 8 paid holidays when the office is closed
- 401(k) with match; you put in 6% and we put in 4.5%
- 12 weeks of paid maternity/paternity leave for the birth or adoption of a child
- Health insurance w/employer contribution
- Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
- Employer paid Life and AD&D insurance
- Employer paid Long Term Disability coverage
- $600/year to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee
- $250/quarter to spend on yourself specific to our core value of “Be Well Being You”
- $500 donated to a non-profit organization of your choice when you volunteer 40 hours within the calendar year
- $2,000/year available in Professional Development Funds
- A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years
- Subsidized employer-sponsored childcare through our internal child care program
- $5,000 relocation package available to those moving to Bozeman, MT
- Company-owned laptop computer provided
- Please see our Policies and Procedures Manual to learn more about our company and benefit offerings
What You’ll Bring to the Table:
- Authorized to live and work in the United States
- Undergraduate Degree or related equivalent experience
- 2+ years of experience working with customers, either face-to-face or online
- Your humble, friendly self -- with a smile so big they can feel it through your emails!
- A bottomless well of patience and empathy (but not a doormat)
- Superpowers in communicating with positivity and precision via the written word; you chase after clarity and typos just might be one of your biggest personal pet peeves
- Skill in anticipating possible next questions that people have, so that our hard-working customers can get on with their day instead of spending time writing us follow up emails
- A love of detailed work that requires both accuracy and consistency. You’re the master of ensuring nothing falls through the cracks!
- Detective-level reading, analyzing, and sleuthing skills -- so that customer issues are understood, diagnosed, and answered correctly the first time
- Experience going “above and beyond” and thinking one step ahead in order to thrill customers both in small and mighty ways
- Strong tech-savvy and the ability and desire to pick up new technology quickly and know our features thoroughly
- Familiarity in self-organizing your days and independently managing projects with limited strategic direction, while also working cooperatively within a larger team
- A dependable, harmonious work ethic. You show up ready to knock out great work, and you’re keen to make sure you’re contributing to your teammates’ efficiency + enjoyment at work, too.
- High sense of personal responsibility + integrity
- Proactive initiative and thoughtfully-considered ideas to help our Member Experience Team provide A+ service!
What Would Make Us Drool:
- Experience providing customer service in a startup environment, especially over email
- Exposure to the world of financial planning, accounting, payment processing, SaaS, or FinTech
- Education or experience in writing, communications, journalism, or a related field
Application:
- Cover Letter
- Resume
- Applications will be reviewed as they are received