Customer Experience Specialist, Executive Office (Fintech)

TL;DR

Customer Experience Specialist, Executive Office (Fintech): Investigating and resolving high-visibility customer escalations and regulatory inquiries with an accent on advanced problem-solving and cross-functional collaboration. Focus on performing root cause analysis and managing sensitive cases to protect the brand and ensure service excellence.

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

Salary: $34 - $40 USD per hour

Company

Democratizing finance for all by providing accessible financial services to a broad user base.

What you will do

• Resolve complex customer escalations from leadership, regulatory bodies, and high-profile users.
• Partner with Compliance, Legal, and senior leadership to conduct risk assessments and provide case summaries.
• Analyze root causes of poor customer experiences to recommend systemic improvements.
• De-escalate sensitive situations using high levels of professionalism and empathy.
• Manage high-visibility cases from social media and public platforms to protect the company brand.

Requirements

• FINRA Series 7 and 63 licenses required.
• 2+ years of customer support experience in financial services.
• Strong investigative and analytical skills for independent problem-solving.
• Experience managing highly escalated or sensitive customer interactions.
• Exceptional written and verbal communication skills.
• Must be based in or able to work from Denver, CO, Westlake, TX, or Chicago, IL.

Nice to have

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

Culture & Benefits

• Performance-driven compensation including bonuses and equity ownership.
• 100% paid health insurance for employees and 90% for dependents.
• 401(k) matching and flexible lifestyle wallet for wellness and learning.
• Comprehensive leave policies including company holidays, PTO, and parental leave.
• High-end office experience with catered meals and events.