Client Experience Agent – Weekends, 40hr/week

This is a fully remote position, open to applicants in Canada.

📋 Description

• Simplify investment, trading, and personal finance concepts for better understanding.

• Champion clients and assist them in achieving their financial objectives.

• Manage client experiences from start to finish, addressing institutional transfers and back-office challenges.

• Collaborate with Product and Operations teams.

• Acquire knowledge about the workings of various financial platforms.

• Utilize insights from frontline experiences to enhance tools and processes.

• Engage with customers through inbound and outbound communication via email, live chat, and phone.

• Implement policy guidelines for client account, transfer, and referral inquiries.

• Address urgent support matters, including potential fraudulent activity.

• Respond with empathy to customers' emotional concerns and clearly communicate fees.

⛳️ Requirements

• 1–2 years of experience in high-volume customer service within retail, hospitality, banking, or tech support.

• A true passion for personal finance and the stock market.

• Knowledge of RRSPs or TFSAs is beneficial.

• Comfortable managing multiple browser tabs simultaneously.

• Proficient using Slack for communication.

• Able to utilize keyboard shortcuts for efficiency.

• Outstanding written and verbal communication skills in English.

• Bilingualism in French is a strong asset but not mandatory.

• Resilient and adaptable in various situations.

• Available for fixed shifts from Wednesday to Sunday, rotating between 8:00 AM and 8:30 PM EST.

• Open to four weeks of training from Monday to Friday, 9:00 AM to 5:00 PM.

• Comfortable communicating with clients via email, live chat, and phone.

• Legally authorized to work in Canada.

• Must maintain weekend availability throughout the contract duration.

🏝️ Benefits

• Ample vacation days.

• Sick and mental health days included.

• Comprehensive health benefits package.

• Group Savings Account available.

• Work From Home stipend provided.

• Discounts available for fitness studios and lifestyle activities.

• Guaranteed 40 hours of work per week.

• Premium health benefits and life insurance coverage.

• Long-term group savings plan with employer matching through Wealthsimple for Business.

• 20 vacation days offered.

• 4 wellness days included.

• Unlimited sick and mental health days each year.

• Opportunity to work outside of Canada for up to 90 days annually.

• Access to employee resource groups.