Customer Experience Representative, Social

📋 Description

• Resolve customer escalations across support channels
• Investigate and resolve complex customer issues, including cases escalated by leadership
• Partner with Compliance, Legal, and senior leadership to provide case summaries, risk assessments
• Conduct root cause analysis to identify drivers of poor customer experiences and recommend
• De-escalate sensitive customer situations while maintaining a high standard of professionalism and
• Manage and resolve high-visibility customer cases originating from social media and public

🎯 Requirements

• FINRA Series 7 and 63 licenses required
• 1-4 years of customer support or service experience in financial services
• FINRA Series 3 and 66 to obtain
• Strong analytical and investigative skills with the ability to resolve complex issues independently
• Experience managing highly escalated or sensitive customer situations
• Strong ownership, judgment, and ability to adapt to changing priorities

🎁 Benefits

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with
• Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!