Client Service Associate

Job Description

Job Description

Company Description

M1 Finance has created a personal wealth-building platform made for the modern era, uniting personal perspective and automated ease. We seamlessly combine free investing and low cost borrowing all in one intuitive, automated Finance Super App, and we’re driven by a mission to empower personal financial well-being. We believe that financial well-being is fundamental to overall well-being, and we strive to deliver products that are simpler, smarter, and stronger than those created by our boring, entrenched, and slow-moving competitors in the personal finance industry.

Our clients have already trusted us with over $10 billion of assets, we’re currently helping hundreds of thousands of people grow and manage their wealth with our industry-leading automation and tools, and we’re adding thousands of new clients every day.

We’re looking for passionate people who want to improve and build on what we’ve created and take responsibility to help others build something meaningful and sustainable for their futures.

We mean it when we say, “M1 is yours to build.”

If this sounds interesting to you, read on!

Job Description

Role Overview

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 Service Associate will act as the primary liaison for M1 clients, assisting with troubleshooting issues and working cross functionally with various lines of business within M1. As part of our Client Success team, you will provide a world-class client experience, focusing on proactive engagement and wallet share expansion.

Key Responsibilities

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

Qualifications

FINRA licensing (SIE, Series 7, and Series 63 or 66) or ability to obtain.

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!

Salary Band

• $60,000 -  $70,000 annual

Additional Information

Our Values

Our team embodies our ten core principles and if these principles speak to you – we’d love to talk with you.

Mission Driven : Life short – everyone should spend their waking hours on something they find meaningful. We believe improving people’s financial wellness improves lives. It’s a vital and worthy cause.

Extreme Ownership : We think and act like owners. That means we’re responsible for the results to our clients, coworkers, and M1 shareholders. Our focus is on building long-term value, not scoring short-term marks.

Boldness : We want to do things of consequence. Make a difference. Put a dent in the universe. Thinking big inspires results. We’d rather fail at something meaningful than succeed at something trivial.

Bias for Action : Results lag prior efforts – we can’t hope or wait for results. Instead, we believe a good process leads to good outcomes and persistent progress leads to compounding.

Economical : We strive to do more with less. We’ll always be limited in time, money, and energy, especially compared to our ambitions. We must use our limited resources on what matters and regard constraints as motivators.

Transparency : Context and accurate information are the foundation of strong decision making. We share information openly, honestly, deliberately and broadly.

Team-oriented : People at M1 may play different roles, but we’re all on the same team. Together, we can achieve more. We maintain a low ego, make everyone feel welcome, trust one another, and seek out and respect different perspectives.

Challenged, But Not Overwhelmed : We are curious people who always want to grow. We support growth through high standards, clearly defined responsibilities, and broad autonomy, with help when needed.

Effectiveness : We care about performance and results, not specific methods. Different problems may require creative brilliance or a simple idea; grinding hard work or casual effort; or disciplined process versus scrappy implementation. Effective people do what’s needed to get the right things done and deliver intended results.

Integrity : We do the right thing. When we make mistakes, we own and correct them. We’d be proud if our actions were shared with our family, friends, and strangers. Everyone can count on us to act according to our values. This trust must never be broken.

Our Perks

Competitive Pay and Stock Options

Comprehensive health, dental, vision, disability, and life insurance

Retirement benefit with employer match

Unlimited PTO

Transparent and open communication with leadership

M1 is an equal opportunity employer and values diversity across the company. M1 does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.