Customer Service Specialist

2 months ago

Murray, United States WAO Fintech Full time

Ready to embark on a new career in the exciting FinTech industry? Well, we need your amazing skills

We are in search of a new Customer Service Specialist to be part of our Customer Service Team Reporting directly to the Customer Service Supervisor, the Customer Service Specialist is a part of the operations team and offers phone, email and text support to clients. The primary focus is to assist customers over the phone with all questions related to opening and servicing an account. In addition, collaborating with all other departments to ensure a seamless experience for clients as well as solve any problems or issues that arise. This is a dynamic position that requires excellent problem solving and communication skills, as well a genuine desire to help our clients through rock-solid customer service skills.

Why join us:

Well, because we're awesome. Seriously. How many other companies call themselves awesome in their own job ad? Sure, we're humble, but we also needed to get your attention in a sea of a million other ads. We get the job done, we're innovative, rewarding, and challenging. We also won't take you for granted and with our start-up you won't be the tenth employee in the last month working in a department of a hundred. This isn't the place you come to hide, this is the place you come to shine and grow as a team. So, what's not to love?

Who we are:

WAO Fintech is the parent company to multiple brands in the FinTech Industry all on a mission to help Americans retire. A brief summary of two of our leading brands is provided below.

Bitcoin IRA stands as a beacon of innovation in the FinTech industry, offering a unique blend of retirement solutions and digital asset investment opportunities. Our culture is built on mutual respect, teamwork, and a relentless pursuit of excellence. We believe in lifting each other up, finding solutions, and moving quickly to seize opportunities. As a company, we are committed to creating a work environment that fosters personal growth, learning, and an unyielding drive towards achieving excellence.

Digital Trust is a retirement custodian and administrator that specializes in self-directed IRAs with comprehensive trust and escrow services. Our day-to-day culture flows through every individual and is felt in each connection, whether it be internal or external. We pride ourselves in encouraging experiential learning through books, activities, exercises, and incentives to continuously better ourselves and create a world where fun and finance can come together.

What we believe in:

We Are One

Above all, we are one team. We pull up and lift each other up ALWAYS. We have an attitude of gratitude and bring the greatest version of ourselves every day. We grow, but we grow as one.

Find The Yes

We under promise and overdeliver. We are constant innovators and are solutions driven. We are anti-fragile and check our egos at the door.

Speed Wins

We are snipers. We move fast, but with precision. We make decisions, we analyze, test, and repeat. We embrace technology and data to make better decisions along the way and get us to the finish line faster.

Exemplify Excellence

We strive for excellence in all that we do.

What you'll get:

Competitive base salary and all the standard benefits you'd expect including generous paid time off (PTO), 401k matching, medical, vision, dental, short-term disability, long-term disability, term life insurance, critical illness insurance, employee assistance program, legal aid, identity theft protection, pet insurance, and even get access to the Calm meditation app

What we expect:

We expect you to a be a "solid" human being. Someone who doesn't need to be reminded our handbook includes mutual respect, teamwork, and professional conduct policies. We seek the best. So, working together to uphold our company culture, mission statement, and values comes standard. This also includes other stuff our legal team forced me to include like:

•Exhibit exceptional customer service skills within company guidelines

•Possess a positive attitude, motivation, and ability to learn

•Display strong work ethic relative to punctuality, discipline, and a sense of responsibility

•Ability to work collaboratively, communicate effectively and display commitment

•Have effective communication skills (listening, verbal, and written)

•Practice multicultural sensitivity and awareness

•Ability to take constructive feedback with adaptability and flexibility

•Exercise excellent planning and organizational skills

•Demonstrate critical thinking and decision-making abilities

•Capable of time and priority management

•Embrace conflict resolution and problem-solving skills

•Adhere to all standard company guidelines and handbook policies

•A willingness to ask for help when needed

What You'll Do

    • Answer calls during scheduled call times.
    • Respond to phone, email, text, and chat messages from clients.
    • Participate in all required daily and weekly meetings.
    • Maintain and update records of leads, prospects, and clients.
    • Provide data and reporting on daily performances to managers.
    • Implement company policies and procedures.
    • Work well in a team environment
    • Work well under pressure and high volume
    • Comprehension of company policy and documents
    • May occasionally require overtime
    • Perform other duties as assigned or requested by Bitcoin IRA.
    • Help clients use our product by explaining how certain features or processes work, including the requirements and timeline to complete various actions (like initiating a new investment or resetting 2FA)
    • Ensure client requests and support matters are resolved in a timely manner
    • Troubleshoot client issues and concerns, investigating why they happened, and coordinating with multiple other teams to identify and implement resolutions
What You'll Need
    • A passion for working with customers and providing excellent customer service
    • Experience and strength in providing rock solid customer service skills
    • Experience working with Retirement Accounts (IRA's, 401ks, Self-Directed IRA, Pension)
    • Ability to work well within a team
    • Team and individual goal oriented mindset based on individual and team performance, metrics, and KPIs
    • Ability to create world-class customer service experiences for all stakeholders
    • A minimum of 4 years in customer service focused roles
    • A strong preference for and an ability to shine in fast-paced working environments
    • A keen eye for attention to detail
    • Accuracy in all data entry
    • Strong time management skills
    • Comfort and experience being in an innovative start-up environment
    • A willingness to roll-up your sleeves and get work done
    • Excellent written and oral communication skills
    • Enthusiasm for our culture. Our culture is unique, and we live by our values.


Ready to Make Your Mark?

We're more than just a company; we're a community united by a passion for technology, finance, and the potential of digital assets to redefine retirement planning. If you're ready to contribute your skills to a dynamic, forward-thinking team, apply today and let's explore the future of retirement together.

We are an equal opportunity employer committed to diversity and inclusion. We welcome applicants from all backgrounds and experiences.

Apply now to embark on your new career journey with us

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