Member Operations and Experience Specialist

Summary

Join Public's Customer Experience team as a CX Member Experience Specialist! You'll provide exceptional customer service to members across various channels, including live chat, email, and social media. Your legendary service will aim to create positive experiences and earn awards and positive media coverage. This role requires 4+ years of experience in financial services and relevant licenses (S7 and S63 or S66). You'll need a high comfort level with technology and a passion for FinTech. You'll also build and review processes, proactively identify and solve root-cause issues, and contribute to the team's professional development. Being an active Public member is a requirement. The ideal candidate is a creative problem-solver, customer-obsessed, and eager to learn.

Requirements

• 4+ years of experience in financial services
• Licensed, with a S7 and S63 or S66
• High degree of comfort or ability to learn and leverage technology to serve members
• Obsessed with creating positive experiences and customer-obsessed
• Creative problem solver and advocate for our members
• Desire to learn and strong interest in FinTech and serving members’ investing goals
• Active Public member

Responsibilities

• Serve members across all support channels and provide legendary service
• Provide support via live chat, email, social media, random acts of kindness, handwritten notes, proactive check-ins, and behind-the-scenes support
• Work with compliance and engineers
• Build and review processes for yourself, the CX team and Public to serve members after identifying root-cause issues
• Professionally develop yourself and others to meet the evolving product needs and service needs of members

Preferred Qualifications

• Margin and Options Experience
• Past financial advisory experience