Customer Support Representative

**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