Member Experience Specialist

$45,000 - $50,000 yearly
  • XY Planning Network, LLC
  • Bozeman, MT, USA
  • May 11, 2018
Full time Customer Service

Job Description

XY Planning Network (XYPN) is the leading organization of fee-only financial advisors who specialize in serving Gen X and Gen Y clients. The mission of the Network is to help those advisors start, run, and grow RIAs by providing a variety of tools and resources for their use. A detailed list of member benefits included in XYPN membership can be found here: https://www.xyplanningnetwork.com/advisor/member-benefits/

There are currently over 650 members in the Network and we’re growing rapidly. As XYPN continues to expand benefits, maintaining open lines of communication between members and XYPN about how to maximize membership will be imperative for the success of both XYPN and our members.

That’s where the Member Experience Specialist comes in.

Member Experience Specialists (MES) are the primary and ongoing point of contact for our members. They will personally introduce members to their member benefits and assist them with adopting them. Through a recurring meeting structure, MES teammates will develop meaningful relationships with the individual members and foster them throughout the member’s tenure. The Member Experience Program gathers valuable member information and encourages member involvement, resulting in more accurate member data, higher benefit adoption, increased member retention, and overall satisfaction.

The ideal candidate will have strong customer service skills, be a self-starter, and a embrace a “don’t stop until I have the answer” attitude. We’re looking for someone who is comfortable engaging people of all personality types, and who can pivot their approach for different audiences. You’ll need to learn the language quickly and be able to communicate a broad range of ideas and instructions. In addition to being an extrovert and a confident communicator, you’ll need to be a diligent record-keeper.

Beginning your XYPN career on the Member Experience Team will set you up for success in moving around (and up!) within our ever-growing company. To maintain quality member relationships, we anticipate the new hire will serve as an MES for 2-3 years. During that time, you’ll gain invaluable experience working with our most important asset - our members - and be provided ongoing opportunities to develop your own interest and skills while in the role.

This position is located in Bozeman, MT. You will report directly to the Director of Member Services (a.k.a. Director of Getting Sh!t Done), Maddy Roche.

Primary Tasks:

  • Be the POC for XYPN members throughout their membership
  • Structure quarterly/semi-annual touchpoints with 250+ members
  • Facilitate quarterly/semi-annual meetings with 250+ members to educate and engage the member about XYPN, their member benefits, and how to maximize their membership
  • Document accurate member notes and initiate follow-up
  • Understand the applicability and importance of all member benefits

Secondary Tasks:

  • Increase members’ community involvement by connecting them to study groups, networking opportunities and other XYPN members
  • Establish enthusiasm for the XYPN movement and convey energy and excitement around membership and our benefits
  • Gather and track meaningful and reliable member data
  • Meet with the Member Experience Team monthly to discuss new initiatives, benefits and programs
  • Handle additional tasks as assigned, which can include facilitating & creating study groups, participating in & monitoring our internal Member Forums, hosting webinars, organizing and participating in the implementation of other member service programs

Requirements:

  • Undergraduate degree or 4 years of comparable work experience required
  • Must be an active listener and communicator
  • You must be an extrovert - you must derive energy from talking to people
  • No direct financial planning experience is required for this position
  • Administrative, multitasking, file management and organization skills are required
  • Ideal applicant will thrive working independently for extended periods of time

Compensation & Benefits:

  • Compensation: starting salary - $45K-$50K
  • Health benefits package
  • 401(k) with match:
    • 100% match up to 3% of base salary
    • 50% match for the next 3% base salary
  • Quarterly bonuses - up to 5% quarterly (up to 20% annually) based on company-wide goals
  • Open vacation policy
  • Flexible work hours
  • MacBook Pro provided
  • Occasional paid staff work retreats for strategic planning and project work (2 to 3 retreats per year, for 2-4 days at a time) plus our National Conference in late September. Attendance at staff retreats and conference are mandatory.

Interview Process:

  • Phone screen with XYPN Team Member - as resumes are received - typically within a week of receipt
  • Initial interview - hosted via Zoom (online conferencing software) - all complete by June 15th
  • Work sample - details will be communicated to candidates who advance to final round of interviews
  • Final onsite interview in Bozeman - June 23, 24, or 25 (schedules will be coordinated with final candidates)