Customer Experience Specialist, Executive Office

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Resolve customer escalations across support channels, including cases escalated by leadership, regulatory bodies, or high-profile customers.
• 2
  Investigate and resolve complex customer issues, providing case summaries, risk assessments, and resolution outcomes to cross-functional partners.
• 3
  Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements.
• 4
  De-escalate sensitive customer situations while maintaining a high standard of professionalism and empathy.
• 5
  Manage and resolve high-visibility customer cases originating from social media and public platforms.

RequirementsAI-extracted

• FINRA Series 7 and 63 licenses are required.
• 2+ years of customer support or service experience in financial services is necessary.
• FINRA Series 24 (or 9/10) and Series 66 are preferred and must be obtained within a certain amount of days of employment if not already held.
• Strong analytical and investigative skills with the ability to resolve complex issues independently are essential.
• Exceptional written and verbal communication skills, with the ability to clearly explain complex issues, deliver thoughtful updates, and engage professionally with customers, executives, and cross-functional partners.

Perks & BenefitsAI-extracted