Customer Experience Specialist

Summary

Join Nest Wealth, Canada's largest independent digital wealth management platform, as a Customer Experience Specialist. Enhance client experience by assisting with onboarding, account openings, and asset transfers. Share insights by documenting learnings and developing a knowledge base to improve client experience. Manage customer communications within SLAs. Contribute to the development of internal CX tools and processes. This role requires 2+ years of experience in advisor/client support in financial services, excellent people skills, problem-solving abilities, attention to detail, and proficiency in a fast-paced environment. Nest Wealth offers a competitive compensation package, remote-first culture, comprehensive benefits, professional development opportunities, and support for growing families.

Requirements

• You have 2+ years of experience in Advisor/Client support role in a Financial Services firm
• You have fantastic people skills. Every customer matters to you and you are always looking for new ways to delight them
• You are willing to go that extra mileProblem-solving is in your DNA
• You know how to get things done and are collaborative and creative in the ways you do that
• You are all about the details
• You have worked in a high volume, fast-paced environment and are a pro when it comes to prioritizing and managing your time
• You are technologically savvy and are always building on those skills

Responsibilities

• Enhance client experience: Work with clients and advisors to help facilitate the onboarding process and assist in opening accounts, initiating asset transfers, and submitting deposit requests
• Share knowledgeable insight: Document learnings and develop a robust knowledge base from client engagements to share product, support, and engineering teams to continually improve client experience
• Assist customers through the onboarding process , account openings and initiating asset transfers
• Identify and anticipate the needs of our customers/advisors and always be willing to go that extra mile
• Manage customer communications in terms of SLAs for both first response and resolution
• Contribute to the development of our internal Customer Experience tools, processes and policies as we grow

Preferred Qualifications

• Previous experience in a tech start-up or financial services environment preferably in a customer-facing role
• Intermediate knowledge of CRM software, Excel, or other Financial Planning tools
• Fluency in both French and English

Benefits

• A competitive total compensation package that includes variable bonus, health and dental benefits, 3 weeks vacation, 10 days flexible PTO
• Udemy Business license, $1000 L&D stipend to put towards professional development, Lunch & Learn opportunities, continual company wide workshops
• We welcome new additions with a 6 week parental leave top-up and re-onboarding program to support a successful re-entry back into the Nest
• An engaging remote-first culture in Canada coast-to-coast. Our employees have the latitude to take care of the other parts of their lives and be there for the things that matter to them