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CX Associate

2 months ago

New York, United States Titan Full time

Titan is the rebel challenger in a very old industry. The present era is run by ancient players: Fidelity, Schwab, & Goldman Sachs. The problem is that none of them were built on modern rails and have horrible user experiences. There have been new things built (think: "investing apps"). They are either 1) gimmicky casinos or 2) sleepy commodities. We won't say names. Why hasn't anyone built a modern Goldman Sachs for everyone? That's our mission.

Titan is a next-generation investment firm. We aspire to lead our generations' wealth.

We are fighters at heart. We fight to build products that are truly democratized. For example, we launched the first institutional grade cash management product open to everyday investors via Titan Smart Cash. We launched the first ever Venture fund for everyday investors in partnership with Cathie Wood's ARK. We've been able to raise significant capital from some of Silicon Valley's best, like a16z and General Catalyst.

Now let's talk about you. We're highly selective with who we choose to bring onto the team, but if you resonate with the above, we'd love to meet you.

Role Overview

As a CX Associate, Transfers, you will be one of the main points of contact for our investors by educating and helping them transfer their retirement and brokerage accounts via email, chat and scheduled phone support. You'll play a key role in the development of our best in class client interactions while providing exceptional support to our clients.

The primary duties involve processing transfers, responding to client inquiries regarding the status of their transfer transaction as well supporting our General team with common questions (money movements, account set up, troubleshooting, etc.) While you'll specialize in Transfers, you're here to support just about any client need. Our ideal candidate has a "no task is too small attitude," is driven, organized, and has a passion for serving others. Sound like you? Keep reading

What You'll Do:

  • Respond and resolve customer requests and questions via chat, email, and scheduled phone calls
  • Escalate customer issues and help develop best practices for efficient customer engagement
  • Assist with incoming and outgoing transfers, money movements, and technical troubleshooting
  • Work closely with Apex, our custodian, and be the middleman between them and our client
  • Analyze current procedures and offer improvement suggestions to increase workflow accuracy and efficiency
  • Translate customer needs into recommendations for engineering - this is an opportunity to learn the ropes of product management and directly influence the Titan roadmap
Qualifications
  • Hard Requirement: Licensed (7 + 63/66)
    Please do not apply if you are not licensed
  • 2+ years of experience in a Customer Success/Service role in the financial space
    While experience in Transfers and Retirement is ideal, it is not required
  • Ability to work independently as well as in a team environment to meet stated goals and targets
  • Demonstrated skill and ability to handle assorted customer questions and issues, including challenging matters, resourcefully and with completeness and empathy
  • Skilled at troubleshooting technical issues and determining the right questions to ask
  • An independent thinker with an entrepreneurial spirit (our Client Experience team has no script and neither do you)
  • A high-energy communicator brimming with positive, proactive energy
  • Incredibly focused and attentive to detail, even while working in a very fast-paced environment
  • Exceptional written and communication skills along with an acute attention to detail
  • Familiarity with Kustomer, Intercom, Zendesk or other Customer Support platforms
Compensation:

Anticipated annual salary range: $25-$60 per hour depending on experience

At Titan, we are committed to offering competitive compensation packages for our valued team members, matching our commitment to attract and retain a top talent pool that is aligned with our culture, mission, and values. This salary range represents Titan's reasonable estimated possible compensation for this role at the time of this posting.

The final salary for this position will be determined in sole discretion of Titan, depending on applicable laws, and based on a variety of factors, such as employee's work experience, skills, qualifications for the role, and location, and may differ from the amounts listed above.