Customer Experience Specialist (Fintech)

TL;DR

Customer Experience Specialist (Fintech): Resolving high-visibility and sensitive customer escalations within the Executive Office with an accent on regulatory inquiries and complex problem-solving. Focus on conducting root cause analysis and collaborating with Legal and Compliance teams to protect the brand.

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

Salary: $34 - $40 per hour

Company

hirify.global is a financial services platform on a mission to democratize finance for all.

What you will do

• Resolve complex customer escalations originating from leadership, regulatory bodies, or high-profile customers.
• Partner with Compliance, Legal, and senior leadership to provide risk assessments and resolution outcomes.
• Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements.
• Manage and resolve high-visibility cases from social media and public platforms to protect the brand.
• De-escalate sensitive situations while maintaining professionalism and empathy.

Requirements

• FINRA Series 7 and 63 licenses required.
• 2+ years of customer support or service experience in financial services.
• Strong analytical and investigative skills to resolve complex issues independently.
• Exceptional written and verbal communication skills for engaging with executives and partners.

Nice to have

• FINRA Series 24 (or 9/10) and Series 66 licenses.

Culture & Benefits

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