Customer Experience Representative

About the team + role

As a member of this team, you'll be the company's voice and will use exceptional empathy and product expertise to ensure our users feel understood and valued.

You will be empowered to help our customers with a range of needs from simplistic to complex by phone, email and chat. This work will range in various topics including equities trading, margin, and options trading-related issues. Your job is not only to help our customers, but to help us learn as a company from each interaction, so that we can make our customers' experience using our products as seamless as possible. We offer a variety of schedules designed to meet our customers and employee needs.

Shifts actively recruiting for by most needed:

• In-office Day Shift
• Remote- Mid Shift
• Remote- Overnights

The role is located in the office location(s) listed on this job description which will align with our in-office working environment. Please connect with your recruiter for more information regarding our in-office philosophy and expectations.

What you’ll do

• Delivering an outstanding customer experience for customers through phone, email, and chat channels
• Driving continuous improvement to delight customers by acting as the voice of the customer by identifying and communicating better ways to serve our customers
• Growing your financial services expertise as you develop deep subject mastery of complex financial concepts like equities trading, margin, and options trading

What you bring

• Active FINRA Series 7 and 63 Licenses with an ability to quickly put your brokerage knowledge into action
• 1+ year experience in financial services
• Excellent customer service, written and verbal communication skills with a passion to support customers
• Effectiveness and willingness to adapt to CX experience delivery through phone and written channels
• Ability to quickly defuse customer anxiety through exceptional customer service skills
• Self-starter and ambitious learner who is comfortable with ambiguity and fast paced environment
• Able to exercise independent thought and judgment, adapt to new tasks, and the ability to prioritize tasks in a multi-task environment
• Schedule flexibility as we evolve to meet the growing demands of our customers (initial and/or future shift assignment may include evenings and weekend hours)

What we offer

• Market competitive and pay equity-focused compensation structure
• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits