Flourish Client Support Representative

Client Support Representative, Flourish

Full-Time, NYC

The Opportunity

As a client support representative, you’ll provide client support via phone, email and chat from 9am to 5pm ET, leveraging 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.

The Team

Since 2017, Flourish has been on a mission to help financial advisors evolve from holistic 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 three products: Flourish Cash, Flourish Lending, and Flourish Annuities. 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.

The Impact

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.

 

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 & 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

The 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

Salary Range:

$61,000-$80,000

At MassMutual, we focus on ensuring fair equitable pay, by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.

Why Join Us.

We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers are our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products and services. To accomplish this, we celebrate an inclusive, vibrant and diverse culture that encourages growth, openness and opportunities for everyone. A career with MassMutual means you will be part of a strong, stable and ethical business with industry leading pay and benefits. And your voice will always be heard.

We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.

MassMutual is an equal employment opportunity employer. We welcome all persons to apply.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need.

 

At MassMutual, we focus on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees.  Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.  For more information about our extensive benefits offerings please check out our Total Rewards at a Glance.