Tier II Customer Support Specialist (Fintech)

TL;DR

Tier II Customer Support Specialist (Fintech): Handling complex inbound customer inquiries and escalations for a digital banking platform with an accent on root cause analysis and process improvement. Focus on delivering high-quality, customer-centric resolutions while managing casework in a fast-paced, hybrid environment.

Location: Must be based in or able to commute to Draper, UT or Richardson, TX. This role operates under a hybrid model requiring three days per week in the office.

Company

hirify.global is a leading global investment banking, securities, and investment management firm, with Marcus serving as its digital consumer banking division.

What you will do

• Act as an escalation point for complex customer inquiries via phone and casework.
• Partner with cross-functional teams to investigate issues and identify root causes.
• Recommend and implement process improvements to enhance operational efficiency.
• Manage assigned casework while meeting service level expectations for quality and accuracy.
• Participate in projects aimed at driving operational excellence.
• Maintain high performance across key metrics including call quality and productivity.

Requirements

• Minimum 2+ years of experience in a customer-facing or contact center role.
• Proven experience handling escalated or complex customer issues.
• Strong analytical, problem-solving, and organizational skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a high-volume environment.
• High school diploma.

Culture & Benefits

• Commitment to diversity, inclusion, and professional development.
• Access to firmwide networks and training opportunities.
• Comprehensive wellness and personal finance offerings.
• Supportive environment focused on growth and individual contribution.