A bit about Alix:

Alix is powering wealth across generations by handling the hardest parts of estate settlement and taking tedious tasks off the plates of anyone who’s experienced the loss of a loved one. Alix was built by the most experienced professionals in the estate settlement industry. We’ve put our years of experience to work, growing a dedicated care team and building an intuitive, AI-powered app to help transfer $84 trillion of wealth, simply and smartly, with personalized plans tailored to the unique needs of every family and estate.

Position Overview:

We are looking for a compassionate and highly skilled Care Team Specialist to join our dynamic team. In this role, you will provide essential administrative support throughout the estate settlement process, ensuring our customers receive exceptional care and attention. You will work closely with customers and internal teams to manage the behind-the-scenes tasks that keep the settlement journey on track. Your emotional intelligence and ability to communicate effectively with clients in challenging situations will be vital in providing support, resolving issues, and building trust. Additionally, you will escalate complex issues to the appropriate channels within the team and collaborate with third parties, such as attorneys, realtors, and estate cleanout representatives.

Key Responsibilities:

• Customer Communication & Support: Serve as the primary point of contact for customers, offering empathetic support, answering questions, and keeping them informed of progress in the estate settlement process.
• Estate Settlement Task Completion: Complete various administrative tasks, such as updating the team on customer statuses, tracking tasks, and ensuring all documentation is accurate and up to date. Generally handling 12-15 estates at various chapters within the estate settlement journey.
• Collaboration with Internal Teams: Work closely with other team members, including Probate Specialists and Customer Representatives, to ensure the smooth execution of the estate settlement process and that all necessary tasks are completed.
• Escalation of Issues: Identify and escalate any complex or unresolved issues related to estate settlements to the appropriate team member or department, ensuring timely resolution.
• Third-Party Coordination: Contact institutions and external parties, such as financial institutions, realtors, estate cleanout teams, and attorneys, to coordinate actions required for the settlement of estates.
• Documentation & Record-Keeping: Maintain clear, accurate records of all communications, actions, and progress throughout the estate settlement journey, ensuring compliance with internal procedures and client needs.
• Customer-Centric Problem Solving: Utilize emotional intelligence to assess and respond to customer needs in a sensitive manner, offering solutions or guidance to ensure a smooth and stress-free experience for the client.
• Continuous Process Improvement: Provide feedback to leadership on ways to improve internal processes, customer service, and overall efficiency in managing estate settlements.

Qualifications:

• Experience: Minimum of 2-3 years of experience in customer service, administrative support, or a related field, with a focus on handling sensitive situations and high volumes of communication. Estate settlement experience is preferred.
• Skills:
• Emotional Intelligence: Exceptional ability to understand and respond to customers' emotions and needs in a calm, empathetic, and professional manner.
• Communication: Strong verbal and written communication skills, with the ability to communicate complex information clearly and compassionately.
• Organization: Excellent time management and organizational skills, able to handle multiple tasks efficiently.
• Problem Solving: Ability to identify issues, think critically, and escalate as necessary, with a focus on finding effective and timely solutions.
• Collaboration: Strong team player with the ability to work cross-functionally with internal and external stakeholders.
• Technical Proficiency: Comfortable using digital communication tools (e.g., email, video calls, chat platforms) and basic office software (e.g., Microsoft Office, Google Suite) to manage tasks and documents.
• Attention to Detail: Highly organized, detail-oriented, and able to manage numerous moving parts in a sensitive environment.
• Adaptability: Able to navigate a fast-paced, evolving work environment and adjust to changing customer needs and priorities.

Additional Requirements:

• Ability to maintain confidentiality and handle sensitive information with the highest level of discretion and professionalism.
• Strong work ethic with the ability to work independently and efficiently in a remote work environment.
• Ability to work collaboratively with cross-functional teams, customers, and external service providers.
• Familiarity with estate settlement processes or the ability to learn quickly is a plus.

Compensation and Benefits:

• Hourly pay: $25.00 an Hour
• Paid Time Off (PTO)
• 100% remote position
• Part-time, 20 hours per week