Customer Experience Representative, Advanced Services (Fintech)

TL;DR

Customer Experience Representative, Advanced Services (Fintech): Providing high-tier support for complex financial issues with an accent on options trading and margin-related queries. Focus on solving technical customer problems, providing product feedback, and empowering users to grow as traders.

Location: Must be based in Chicago, IL, Denver, CO, or Westlake, TX. Hybrid: 5 days in-office during 9-week onboarding, then at least 3 days a week.

Salary: $33.15 - $40 per hour

Company

A financial services platform dedicated to democratizing finance for all.

What you will do

• Solve complex customer issues regarding Options and Margin trading to enhance user satisfaction.
• Collaborate with cross-functional teams to improve CX metrics such as ASAT and QA.
• Analyze customer trends and data to propose customer-centric product enhancements.
• Maintain internal knowledge bases and training content to improve team effectiveness.
• Handle escalated customer queries while balancing business integrity and regulatory compliance.
• Support Event Contracts upon obtaining required licensure.

Requirements

• 3+ years of customer experience within financial services.
• At least 1 year of experience in an active trader role or on a trade desk.
• Active Series 7 & 63 licenses.
• Must obtain Series 3 license within the first 90 days.
• Must be based in Chicago, IL, Denver, CO, or Westlake, TX.
• Familiarity with CRM tools such as Salesforce.

Nice to have

• Series 4 license.

Culture & Benefits

• Performance-driven compensation with bonus programs and equity ownership.
• 401(k) matching.
• 100% paid health insurance for employees and 90% for dependents.
• Flexible lifestyle wallet for wellness and professional learning.
• Comprehensive paid time off, including company holidays and parental leave.
• Premium office experience with catered meals and events.