Client Support Specialist

Time zone
Type
Full Time
Opening date
Closing date
12 Nov 2021
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195

We are SigFig. We empower everyone to achieve their life goals and ambitions with intuitive and customer-centric financial solutions. It takes extraordinary people to disrupt decades of legacy financial practices to reimagine solutions to serve customers at scale.

We are committed to building impactful financial solutions that are accessible and affordable to everyone. Using a combination of design, data science, and technology, we help provide people with financial advice and guidance they need to achieve their life goals. Whether it’s through our direct-to-consumer or business-to-consumer products through partnerships with some of the world’s largest and most innovative financial institutions like Wells Fargo, UBS, and Citizens Bank, SigFig seeks to help consumers and institutions make better financial decisions.

Headquartered in San Francisco, we also have amazing talent solving interesting problems across our offices in Tucson, Calgary, Singapore, and New Delhi, but also remote employees in 14 states across the U.S Come thrive at SigFig!

The Team — The Support & Operations Team

As a Client Support Specialist within the Support & Operations Team you will be the first line of contact for our asset management clients and portfolio tracker services. In addition, being a crucial point of contact for our enterprise clients and products. Our department works closely with our financial advisors & product team to ensure we always are meeting our client’s needs to the best of our ability. The support and operation team is a small close-knit team that works together to build an environment that values teamwork, open communication, collaborative problem resolution, and a strong sense of urgency to resolve client issues.

The Opportunity — Client Support Specialist

As a Client Support Specialist, you will provide excellent client support and build relationships through phone, chat, and email conversations. While identifying our clients’ needs, problem solve, execute requests, and implement appropriate solutions in a timely and accurate manner. Which would include assisting with the processing of various applications, service requests, and other workflow items to ensure that work is being done quickly and accurately. Always ensuring our client interactions are in compliance with the Asset Management program and regulatory procedures. As we partner with multiple financial consultants located both onsite and remotely to help perform operational activities to support sales efforts. Lastly, help identify workflow-related issues, trends, and make recommendations for improvement to management.

As SigFig continues to partner with Enterprise Clients the Client Support Specialist will be front-line support in helping to identify any failures, bugs, or systemic problems clients may be experiencing. You will also work with our engineering team to evaluate complex customer problems, identify root causes, and derive resolutions.

How You’ll Make an Impact

  • Partner: with Financial Advisors and the Product team to help get the voice of the customer to those people who can make an impact
  • Collaborate: with internal partners in the delivery of timely and accurate information in response to inquiries and/or service issues
  • Impress: create first-in-class experiences for our clients and partners
  • Strategize: with the development team for new products and improvements based on customer suggestions/feedback and recommend product revisions

Why We Value You

  • You are the face of SigFig to our clients, as well as a mentor to new Client Service Representatives.
  • Work with Sr Financial Consultants and Financial Consultants to communicate solutions either directly or indirectly with clients.
  • Identify and refer lead opportunities to Sr Financial Consultants and Financial Consultants
  • Acts as an onsite dedicated service expert on a wide range of client issues. Researches and resolves client issues in cooperation with back office partners with little supervision.
  • You will be empowered to share the voice of the clients you help daily
  • You actively look for potential projects and tasks that can have an impact on our AUM, client experience, or employee experience.
  • You are self-motivated, resilient, and assertive with a high willingness to help others learn new skills or tasks.
  • You have a demonstrated track record of success in working with cross-functional teams
  • You undertake projects and tasks with an attention to detail coupled with a sense of urgency
  • Perform duties with confidence, minimal supervision, and sound judgment to mitigate risk for the firm.

Ideal SigFigian for this Role

  • 1-2 years experience in the financial services industry

Nice to haves:

  • Series 65

Perks and Benefits

  • Competitive Benefits Package
  • PTO
  • 401K with Company Match
  • $1000 Yearly Wellness Benefit
  • Employee Recognition Program
  • And more!

Founded in 2007, SigFig is backed by premier venture capital firms, including Bain Capital Ventures, DCM Ventures, Nyca Partners, and Union Square Ventures as well as leading financial institutions including Wells Fargo, UBS, Santander, New York Life, Eaton Vance, and Comerica. We’ve raised $110 million to support our growth as the #1 online investment advisor for large financial institutions.

© Nvest. All rights reserved, SigFig is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, gender identity, sexual orientation, age, disability, veteran status, or other applicable legally protected characteristics. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.

San Francisco Applicants: SigFig will consider applicants with arrest and conviction records (criminal histories) in a manner consistent with the San Francisco Fair Chance Ordinance.

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