Client Experience Agent – Weekends, 40hr/week

Job Description:

  • Explain investment, trading, and personal finance concepts in simple, accessible terms
  • Advocate for clients and support their financial goals
  • Own client journeys end-to-end, including institutional transfers and back-office issues
  • Work with Product and Operations teams
  • Learn the mechanics of multiple financial platforms
  • Use frontline insights to improve tools and processes
  • Interact with customers inbound and outbound via email, live chat, and phone
  • Apply policy logic to client account, transfer, and referral questions
  • Prioritize urgent support issues, including suspected fraudulent access
  • Respond empathetically to emotional customer concerns and explain fees clearly

Requirements:

  • 1–2 years of high-volume customer service experience in retail, hospitality, banking, or tech support
  • Genuine interest in personal finance and the stock market
  • Familiarity with RRSPs or TFSAs is an advantage
  • Comfortable juggling multiple browser tabs
  • Comfortable using Slack
  • Able to use keyboard shortcuts for speed
  • Exceptional written and verbal English communication skills
  • French bilingualism is a strong plus, not required
  • Resilient and adaptable
  • Available for fixed Wednesday–Sunday shifts rotating between 8:00 AM and 8:30 PM EST
  • Available for four weeks of Monday–Friday training, 9:00 AM–5:00 PM
  • Comfortable communicating with customers via email, live chat, and phone
  • Legally eligible to work in Canada
  • Weekend availability must remain unchanged during the contract

Benefits:

  • Generous vacation days
  • Sick and mental health days
  • Comprehensive health benefits
  • Group Savings Account
  • WFH stipend
  • Partner discounts for fitness studios and lifestyle activities
  • 40 hours guaranteed per week
  • Top-tier health benefits and life insurance
  • Long-term group savings with employer match through Wealthsimple for Business
  • 20 vacation days
  • 4 wellness days
  • Unlimited sick and mental health days per year
  • Ability to work outside Canada for up to 90 days per year
  • Employee resource groups
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