Company: eMoney Advisor, Radnor, PA
Company Description: eMoney provides technology solutions and services that help people talk about money. Rooted in holistic financial planning, eMoney solutions strengthen client relationships, streamline business operations, enhance business development, and drive overall growth. More than 109,000 financial professionals across firms of all sizes use the eMoney platform to serve more than 6 million households.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Technology Industries
 Nomination Title: Kate Hynson, Senior eLearning Specialist
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 54 words used.
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- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 119 words used.
Kate Hynson joined eMoney in 2021 and has become an expert at building and supporting learning experiences for eMoney platform users as a senior eLearning specialist. During Kate’s tenure, she has always excelled in her primary responsibility of strategizing with relevant stakeholders and subject matter experts to design, develop, and implement customer learning programs in the most effective manner. Through her work ethic and skills – both technical and interpersonal – she quickly excelled and was promoted to a senior level role in late 2023. Kate had become proficient in following established processes, but she truly set herself apart and brought innovation to the table when she got the idea to develop a customer-facing podcast for the auditory learner.
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 160 words used.
Kate was solely responsible for the ideation, launch, and successful implementation of eMoney’s Knowledge Base Podcast: an educational podcast aimed at supporting existing customers – financial advisors – by providing auditory training, tips, and best practices. The goal of the podcast is to help advisors elevate their business with an inside look at application features and insights with experts from the eMoney community. Kate tackled everything from recording, producing, and publishing episodes to collaborating with internal colleagues and ensuring successful adoption of this new offering. The first several episodes consisted of interviews with internal experts on the chosen subject. Kate has since begun interviewing external customers and experts in so-called “Advisor Chat” episodes, fulfilling a common request from our customers to hear and understand how other advisors are finding success with the eMoney platform. Recently, Kate added a co-host to expand and scale production. This has moved her into some pseudo-leadership responsibilities despite remaining in an individual contributor job role.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 163 words used.
eMoney and other competitors in the fintech space have not offered a customer-facing podcast focused on adoption and engagement. This was a new, unexplored path with virtually no model or existing playbook. In addition, Kate had never recorded, produced, or hosted a podcast personally, and therefore had to learn all the necessary skills. [REDACTED FOR PUBLICATION] In less than one year since launch, Kate has produced 24 episodes with nearly 12 hours of [REDACTED FOR PUBLICATION] for eMoney customers [REDACTED FOR PUBLICATION]Over 2,100 customers accessed the podcasts over 9,000 times. Despite the podcast being primarily a tool for customer education, the Knowledge Base Podcast is also driving business growth. [REDACTED FOR PUBLICATION]
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