Customer Experience Representative, Executive Office (Fintech)

TL;DR

Customer Experience Representative, Executive Office (Fintech): Resolving high-visibility customer escalations and regulatory inquiries for a financial platform with an accent on risk assessment and professional communication. Focus on conducting root cause analysis, partnering with compliance and legal teams, and protecting the brand reputation.

Location: 100% in-office attendance required in Denver, CO or Westlake, TX

Salary: $33.15 - $40 per hour

Company

A financial services platform on a mission to democratize finance for all.

What you will do

• Investigate and resolve complex customer escalations from leadership, regulatory bodies, or high-profile clients.
• Collaborate with Compliance, Legal, and senior leadership to provide risk assessments and case summaries.
• Perform root cause analysis to identify drivers of poor customer experience and suggest improvements.
• De-escalate sensitive situations with professionalism and empathy.
• Manage high-visibility cases from social media and public platforms to protect brand image.

Requirements

• FINRA Series 7 and 63 licenses required.
• FINRA Series 24 (or 9/10) required or obtainable within 120 days of hire.
• 2+ years of customer support experience in financial services.
• Strong investigative skills and ability to resolve complex issues independently.
• Experience handling highly escalated or sensitive customer situations.
• Must be based in or work from the Denver, CO or Westlake, TX offices.

Culture & Benefits

• Comprehensive health insurance (100% paid for employees).
• 401(k) matching and equity ownership.
• Lifestyle wallet for wellness and learning.
• Employer-paid life, disability, fertility, and mental health benefits.
• Paid time off, sick leave, and parental leave.
• Catered meals and high-quality office environment.