Customer Support Representative
TELUS Digital, Nevada, IA, United States
Description
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 and 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
We passionately put our customers and communities first
We embrace changes and innovate courageously
We grow together through spirited teamwork
Equal Opportunity Employer Statement At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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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 and 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
We passionately put our customers and communities first
We embrace changes and innovate courageously
We grow together through spirited teamwork
Equal Opportunity Employer Statement At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
#J-18808-Ljbffr