Offer summary

Qualifications:

Previous customer service or operations experience in financial services or retail environment., Strong oral and written communication skills, with the ability to explain complex financial concepts clearly., Proficiency in Microsoft Office and intermediate computer skills, including typing at least 20 words per minute., Ability to work independently and collaboratively in a fast-paced environment..

Key responsabilities:

Provide assistance to customers via phone, email, and live chat in a call center environment.

Troubleshoot technical issues and assist customers with accessing Stockpile offerings.

Process client account information and research complex issues to resolve customer concerns.

Collaborate with customer service and operations teams to ensure compliance with FINRA regulations and company policies.

Job description

As Stockpile enters an expansion phase for its very exciting and innovative product offerings, we are seeking an experienced Client Service/Operations Representative in a temporary capacity to help position the company for future growth and success. This position requires the applicant to remain flexible; a willingness to take on daily tasks in potentially multiple customer requirements as needed. The ability to be proactive, go above and beyond to satisfy our clients. Must be comfortable discussing company product offerings, answering complex product features and focused on customer retention.

The ideal candidate will have previous customer service or operations experience in financial services or retail environment. Must be a quick learner, willing to provide in-depth information regarding our product offering, ability to understand and answer brokerage account and trading inquiries, clearly explain policies and services via telephone and written correspondence. Relationship building and customer retention techniques are essential to be successful in this position. Must display an ability to work with others, coachable, and thrive in a highly functional healthy work atmosphere.

Responsibilities

Provide assistance to online Customers by answering phone calls, responding to emails and live chats within a fast-paced call center environment

Troubleshooting basic technical issues and assisting customers having trouble accessing the Stockpile offering

Process information associated with client account(s), research more complex issues to correct/minimize customer concerns

Ability to remain flexible when required to work on multiple projects and various departmental functions

Provide excellent customer service in a professional manner while offering unique customer solutions

May be asked to collaborate with customer service and/or operations teams to perform required work

Understand, comply, maintain and reinforce FINRA regulatory compliance, firm policies, procedures and guidelines

Other career-enhancing duties assigned

Knowledge & Skills

Exhibit passion, desire and willingness to deliver an exceptional customer experience during each and every customer interaction

Effectively recognize the opportunity to retain customers and proactively cross sell Stockpile products and services

Working knowledge of Microsoft Office products and intermediate computer skills

Typing skills: Ability to type a minimum of 20 words a minute

Professional writing skills with good composition, grammar and punctuation

Ability to handle a large number of phone calls with an upbeat demeanor daily

Operations experience, especially in setting up new accounts and cashiering functions, would be a plus.

Excellent oral and written communication skills with the ability to convey complex financial concepts in an easy to understand manner

Ability to work independently and within a team environment

Flexibility to handle multiple customer issues while working under strict time constraints

Organizational skills, detail-oriented, accuracy, and efficiency are critical qualities to service customer needs in this position

Strong communicator who can effectively process customer requests in a timely efficient manner

Strong organizational skills, detail-oriented and highly efficient

Approach all job responsibilities, with a sense of urgency, throughout the entire work shift

Ability to exercise independent thought and judgment while adapting to new tasks with little notice

Working Conditions

Ability to sit and work on a computer for a significant period of time

Focused visual concentration and attention to detail when entering customer information on the computer

Working environment provides minimal exposure to discomfort or risk to safety. Applicants are expected to have their home office set-up except laptop (provided for by Company)

Requires some bending, lifting, and repetitive motions

Work hours may regularly exceed a 40-hour workweek

Ability to work evenings, overtime, or over the weekend and holidays when or if necessary

Willingness to work within a remote "call center" environment and open to occasional shift changes to meet business demands.

A progressive opportunity that may convert to a regular fulltime role depending on success. This role is employed through a third party payroll company.

Note that this can be a "remote" job. However, if the successful applicant lives in the SF Bay Area, expect to visit the Stockpile headquarters in San Francisco occasionally and may be reclassified as "hybrid" job.

Required profile