Account Security & Risk Client Experience Associate

Summary

Join Wealthsimple's Account Security & Risk Client Experience Team as a crucial point of contact for clients, managing escalations and queries with empathy. You will support investigations into suspected financial crime, collaborating with clients and internal teams. This role requires utilizing internal systems, meeting volume goals, and adapting to flexible schedules. The ideal candidate possesses at least one year of experience in financial services, strong communication and analytical skills, and a proactive approach. Wealthsimple offers competitive salaries, retirement savings matching, generous PTO, employee resource groups, and a remote-first work environment.

Requirements

• Experience and Expertise: At least 1 year of experience in financial services, ideally bringing experience with fraud and/or credit card disputes. You should have a solid understanding of financial fraud mechanisms and be ready to apply this knowledge strategically
• Attention to Detail and Strategic Thinking: Your keen eye for detail and ability to think strategically will be invaluable in navigating complex situations
• Resourcefulness in a Fast-Paced Environment: You thrive in dynamic settings, showing persistence and adaptability no matter the challenge
• Communication and Analytical Skills: Excellent communication skills, both written and verbal, paired with strong analytical abilities and an eye for detail, are essential
• Collaboration and People Skills: Your positive attitude and excellent interpersonal skills will help you effectively interact with hundreds of clients daily through various channels, including phone, email, and presentations
• Proactivity and Ownership: You are proactive and solutions-driven, taking initiative and ownership of your work. You seek help and input when needed, always aiming for the best outcomes
• Curiosity and Growth Mindset: With a natural curiosity and a growth mindset, you approach all situations ready to learn and establish yourself as an expert in the critical areas of your role

Responsibilities

• Deliver Exceptional Client Experiences: Serve as a crucial point of contact for clients, managing both challenging escalations and everyday queries with empathy
• Work on Investigations: Support detailed investigations into suspected financial crime through information gathering and collaboration with clients and internal teams. Communicate directly with clients to resolve cases, using critical thinking and pattern detection to uncover fraudulent activities
• Utilize Tools and Enhance Operations: Use our internal systems to gather information and collaborate with internal stakeholders
• Achieve Targets and Adapt to Schedules: Engage with numerous clients daily, consistently meeting volume goals while providing high-quality support. Be flexible with your schedule to meet client needs, including early, late, or weekend shifts

Preferred Qualifications

Asset; Bilingual Proficiency: Strong written and verbal communication skills in French and English are considered an asset, enabling you to effectively connect with a diverse client base

Benefits

• Competitive salary
• Retirement savings matching plan using Wealthsimple Work
• Generous PTO offerings
• A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
• Remote-first team