The opportunity
Our mission is to democratize finance for all. An estimated $124 trillion of assets will be inherited by younger generations in the next two decades.
What you'll do
Serve as a real-time point of contact for CX agents across chat, email, and: phone, answering questions according to well-defined policies, procedures, and escalation playbooks
Handle escalations as part of your regular workload from day one, resolving: straightforward cases and building fluency for more complex ones over time
Apply a teaching-vs-telling approach so agents walk away better equipped to: handle similar questions independently next time
Recognize when a situation calls for a supervisor and route it promptly
Issue goodwill credits and refunds within your authorized limits, escalating: anything beyond that to your manager
Log and track your interactions accurately to support clear case history and smooth handoffs
What they're looking for
- Flag recurring agent questions or process gaps to your manager to help surface patterns worth addressing
