Job Description

Description and Requirements

Position Overview:

As a Customer Support Representative, you'll be on the front lines of interaction with customers of a leading financial technology company that has revolutionized investing by offering commission-free trading through an intuitive mobile platform. Our client has democratized access to the stock market, making it easy for first-time and everyday investors to buy and sell stocks, ETFs, options, and cryptocurrency. We are looking for personable and tech-savvy professionals to help support their growing customer base by responding to inquiries through email, phone, and social channels. This is a great opportunity to join a growing team while supporting a mission-driven organization that is transforming the financial services industry and empowering a new generation of investors.

Specific Responsibilities May Include:

Daily Operations & Customer Engagement

• Provide omni-channel customer support via phone, email, and social channels, handling high volumes of incoming and outgoing communications to resolve customer concerns efficiently

• Work both independently and collaboratively with your team to deliver exceptional service

• Screen and review pending applications for incoming customers

• Meet or exceed targets for goal-based customer conversations

• Maintain high customer satisfaction ratings through empathetic, solution-oriented service

Compliance Support

• Process compliance documents and adhere to all SEC and FINRA regulations

• Provide clear, compliant, and confident guidance across a range of investment products and strategies

• Serve as a trusted point of contact for customers navigating complex financial tools

Collaboration & Continuous Improvement

• Act as a knowledgeable voice of the customer within the organization

• Share insights and themes from customer interactions with internal teams to improve products and services

• Collaborate with peers to optimize outreach strategies and support workflows

• Ad hoc duties as assigned

Required Experience, Skills & Competencies:

Professional Experience

• Minimum 1-2 years of interactive customer service experience; having interacted with customers to provide resolutions and fulfill customer requests

• Experience with data entry tasks

Customer Orientation

• Strong customer focus with a service-oriented mindset with results-driven mentality

• High emotional intelligence with strong empathy and ability to understand customer needs without face-to-face interaction

• Passionate about financial literacy and building long-term relationships with customers

Communication Skills

• Strong written and verbal communication skills with ability to translate complex topics clearly and effectively

• Strong attention to detail with impeccable grammar and proofreading abilities

Problem Solving & Technical Skills

• Strong problem-solving skills with ability to troubleshoot issues independently

• Tech-savvy with a passion for technology and digital tools

• Social media awareness and familiarity with digital platforms

• Resourceful in finding answers using available tools, best practices, and creative thinking

Personal Attributes

• Strong resilience and tenacity to overcome challenges and persist through difficult situations

• Adaptable and self-motivated while thriving in a fast-paced ever changing environment

• Effective time management skills with ability to prioritize and meet deadlines

• Ability to work effectively in a collaborative team environment with willingness to learn, share knowledge, and grow

Position Requirements

• Availability to work full-time, Monday through Sunday, between 5:00 AM and 2:00 AM PST

• Ability to successfully complete a standard criminal background check and Federal LiveScan fingerprinting

Preferred Experience, Skills & Competencies:

• College degree

• Previous call center experience

• Banking/Finance industry experience including internships

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

Additional Job Description

As a Customer Support Representative, you'll be on the front lines of interaction with customers of a leading financial technology company that has revolutionized investing by offering commission-free trading through an intuitive mobile platform. Our client has democratized access to the stock market, making it easy for first-time and everyday investors to buy and sell stocks, ETFs, options, and cryptocurrency. We are looking for personable and tech-savvy professionals to help support their growing customer base by responding to inquiries through email, phone, and social channels. This is a great opportunity to join a growing team while supporting a mission-driven organization that is transforming the financial services industry and empowering a new generation of investors.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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