Associate – Client Experience

In this role, you’ll have the opportunity to:

• Deliver an amazing client experience; no matter what
• Build your skills by gaining exposure to investment, tax, personal finance, and stock trading knowledge as you grow
• Engage directly with clients; Wealthsimple is for all Canadians, of any age, and you’ll get to experience this through supporting our clients as they use Wealthsimple products. This includes email support, and also participating in user and product research, with appropriate stakeholders, to drive solutions for our clients, and insights for our business
• Be accountable for meeting or exceeding daily targets, as you’ll be interacting with hundreds of clients each week through multiple channels in a live client support environment
• Be a key part in monitoring and improving client-facing issues in our products and operational processes

we’re looking for people who:

• Possess a passion, curiosity, and energy for taxes, finance, & investing. You understand the ins and outs of filing your tax return and like to help others with theirs. More importantly - you know how to explain these concepts simply
• Want to make a difference. We are a small team effectively reshaping how people do their taxes and manage their financial future. We need people who ’get it’ and want to play an integral part in helping us accomplish this mission and are persistent in getting the job done
• Live our do what’s right for each client value at your core
• Thrive in a fast-paced, collaborative environment. You’re a trusted professional who can manage your own schedule and workload. It’s important you take pride in your work and have a sense of ownership
• Embrace technology and the role it plays in filing your taxes and improving financial services. Specifically, you have the flexibility to navigate multiple applications simultaneously to deliver effective and actionable solutions
• Demonstrate resilience, because our journey will have its fair share of challenges to overcome. We’re looking for people that love a challenge, always see the glass as half full, and want to create opportunities to provide a better client experience

Skills we’re looking for:

• Brings experience in client-facing work, and can demonstrate a higher-level understanding of our Tax product, and Canadian tax returns
• Bilingual, in both English and French is considered a strong asset
• The Helper/Coach- You have great people skills and know-how to give and receive instructions & feedback, and you know the difference! You tailor your approach to each client, and you make those around you better
• Attention to Detail - You sweat the details, and can actively listen and troubleshoot when helping people with their taxes. You will have to explain how Canadian taxes work, and how to use our products, in a simple and accessible way
• Prioritization & problem-solving - You know how to break down complex problems and identify root causes. Knows how to balance what needs to be done with what’s possible to do. Understands the scope of an issue and its priority
• Communication - You’re an excellent writer, meaning you are clear and concise. You’re able to convey complex ideas or instructions succinctly and with great precision. Punctuation matters to you!
• Action orientation -A clear bias for action and the ability to act without being told what to do, takes full ownership over work and seeks help and input when needed
• Collaboration -Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders