What are the responsibilities and job description for the Member Experience Specialist position at XY Planning Network?
About XYPN
XYPN is the only turnkey advice and planning platform that makes it possible for fee-only financial advisors to build the independent firm of their dreams with complete autonomy. We do this through ongoing advocacy and access to education and training, curated technology, compliance support, community, and back-office and client support services.
This is an opportunity to join a company on a mission to help others—and you—live your best lives.
About the role
Our Member Experience Specialists are the primary point of contact for our members at XYPN. This is a full-time role for a conscientious, kind individual with a passion for creating smiles and delivering smart, thoughtful service, both written and verbal.
This role blends customer service and customer success to ensure our members receive the best possible experience. You’ll support members with prompt, thorough, and warm service they’ll be excited to share with their peers. You’ll also become fluent in our membership offerings, helping members fully maximize their (many!) member benefits.
The ideal candidate will have strong communication skills, be a self-starter, and bring a “don’t stop until I have the answer” mindset. You’ll quickly build a deep understanding of our membership offerings and services and be able to clearly and enthusiastically communicate them to members across video, phone, and email.
What you'll be doing
- Become an expert in the XYPN membership offering, serving as a primary point of contact for members across multiple support channels and upholding XYPN's communication standards
- Be a wizard in email support! Respond to member questions via our ticketing software (Help Scout) with fast, thoughtful, and high-quality written support
- Support members through 1:1 Zoom meetings, including onboarding, annual membership reviews, and consultation calls. Take a consultative approach to these meetings by proactively connecting members to relevant resources (benefits, education, community, etc.)
- Provide high-quality verbal phone support throughout the workday (yes, old-fashioned human phone support)
- Administration of key internal workflows in Monday.com, including onboarding, offboarding, failed payments, technology administration, and at-risk member outreach
- Maintain accurate and thorough documentation of member feedback and interactions in our CRM, HubSpot
- Collaborate with cross-functional teams (Compliance, Partnerships, Advisor Engagement, etc.) to better understand and support evolving member needs
- Contribute to the ongoing improvement of internal resources (i.e., the member self-help knowledge base) to support consistent and scalable member support
- Be available for required travel to Bozeman, MT for retreat events (~2x per year) and travel for our annual conference, XYPN LIVE
- Collaborate with other Member Experience Specialists to learn from each other and continuously improve team practices
- Understand a member’s utilization of their benefits and seamlessly make recommendations to leverage other benefits resources!
- Always be looking for ways to increase members' community involvement by connecting them to study groups, networking opportunities, and of course, other XYPN members!
- Take thorough notes on each member call and log notes and feedback in our CRM, HubSpot!
Measurables:
- # of member meetings and calls held
- # of members helped through email
- Email first response time and support happiness score
- Member customer satisfaction (CSAT) score
- MX Member Engagement Rate
The Deets:
Start Date: Immediately
Status: Full-time (40 hours per week with flexible schedule)
Location: Bozeman, MT
Overtime Status: Non-exempt (i.e., overtime eligible)
Team: Member Success
Reports To: Member Experience Manager
Direct reports: None
Travel: Up to 10% travel (e.g., 2-3 weeks /year) required for team retreats and other company events
What you'll bring to the table:
(If you think, “I only meet 80% of these qualifications,” still apply!)
- Your humble, friendly self — with a smile so big our members can feel it through your emails and phone calls
- A mindset of going above and beyond, thinking one step ahead to delight members in both small and meaningful ways
- Strong tech-savviness paired with a hunger to learn new tools and systems quickly
- A bottomless well of patience and empathy (but not a doormat)
- Excellent written communication skills with a strong focus on clarity, accuracy, and precision
- A proactive communicator who anticipates member questions and reduces the need for follow-up outreach
- A love of detailed work and organization that requires accuracy, consistency, and strong follow-through — you ensure nothing falls through the cracks
- A dependable, collaborative teammate who shows up ready to do great work and helps improve team efficiency and experience
- Strong judgment and problem-solving skills, with the ability to prioritize effectively and ask clarifying questions when navigating ambiguity
- High adaptability and a flexible, go-with-the-flow attitude, with the ability to pivot quickly as member needs evolve
- Legally authorized to live and work in the United States without present or future need for sponsorship.
What would make us drool:
- Experience in customer service, customer experience, or customer success
- Understanding of data related to attrition, retention, feedback, and overall engagement
- Experience with our software tools: HubSpot, HelpScout, Monday.com, Stripe, Zoom
- Direct experience with financial planning
XYPN welcomes applications from individuals who may have had nontraditional career paths, or who may have taken time off for family reasons (e.g., children, caring for disabled or elderly family). We encourage applications from minorities, women, individuals with disabilities, protected veterans and all other qualified applicants
Compensation & Benefits:
- $59,000 - $72,800 annually
- All team members at XYPN are owners! We offer a 100%- employer-funded Employee Stock Ownership Plan (ESOP).
- Unlimited vacation days to maintain work-life harmony (we require that you take a minimum of 3 weeks of vacation per year)
- 9 paid holidays (we offer flexible holidays!)
- 401(k) with match; you put in 6%, and we put in 4.5%.
- 12 weeks paid parental 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.
- Pet insurance availability
- Health Savings & Flex Spending (Health, Limited & Dependent Care) Accounts available
- Employer-paid Life and AD&D insurance.
- Employer-paid Long Term Disability coverage.
- Up to $150/month to cover the cost of working with a financial planner, plus up to $500 toward the upfront fee.
- $2000/year (prorated by start date) to put towards professional development
- $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.
- 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. (Subject to availability)
- Various Gym discounts
- Company-owned laptop computer provided (Apple Products).
XYPN believes that our team members, and the individual identities and experiences of our team members, are our key differentiators. We won't settle for mere acceptance of each other's differences because we maintain that our team is better because of our differences, not in spite of them. As such, our culture celebrates, champions, supports, protects, and thrives on our various and collective identity categories. XYPN is beyond proud to be an equal opportunity employer.
Benefits:
Health Insurance, Maternity & Paternity Leave, 401K PlanSalary : $59,000 - $72,800