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Bilingual Customer Experience Specialist

Nest Wealth

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Customer Service

Canada · Remote

Posted on Tuesday, May 2, 2023

We’re building our Nest!

Where you’ll be: Working remotely, anywhere in Canada (in EST)

Your Role: Bilingual Customer Experience Specialist

Reporting to: Oghale Omosa

Who We Are:

Founded in 2014, Nest Wealth created Canada's first SaaS-based digital wealth management platform to ensure investors have access to sophisticated, personalized and transparent wealth management services. Nest Wealth is Canada’s largest independent digital wealth management platform, offering both direct-to-investor and advanced business-to-business solutions.

Finding amazing people is one of the hardest parts of building a successful company. That’s why we take our culture and our people seriously. We are a proud recipient of ‘Great Place to Work’ for the past 3 years, ‘Best Workplaces for Inclusion’, ‘Best Workplaces in Technology’, and ‘Best Workplaces in Canada’ and we've recently been recognized as part of the top 10 scaling startups in Canada by CIX.

Before you apply, get an inside look into our culture and learn from team members who discuss what we’re building, recent problems we’ve solved, how/why we’ve made changes to our tech stack and what it’s like joining our team!

The Opportunity:

Are you someone who has the skills to listen with empathy? Are you a creative thinker who is a natural and authentic communicator? Do you take pride in turning customers into advocates? This is the kind of Customer Experience Specialist we’re searching for in order to deliver a best-in-class customer-focused experience. If this sounds like you, we’re glad you’re here!

We are seeking a Bilingual (French) Customer Experience Specialist to join our small but mighty CX team. In this role, you will have the opportunity to provide exceptional support to our clients, while educating and providing insightful feedback to continuously elevate our customers' experience. By doing this, you will have the opportunity to create connections and build a community of customer advocates which has a direct impact on the growth of Nest Wealth and the digital wealth management industry as a whole. If you are searching for meaningful work, where you can make a direct impact with the success of individual investors and advisors, while allowing your customer support skills to shine, this could be the exciting next step in your career!

How you will make an impact:

Take pride in being the first line of communication with our customers, resolving inquiries from financial advisors and individual investors and providing solutions which aim to build robust and trusting relationships
Collaborate with other teams such as Support, Portfolio Management, Operations, Sales and Compliance to ensure a seamless customer experience
Share the Nest Wealth mission and vision and our products and services in a way that is easily understood by our customers and focuses on their individual needs
Assist customers through the onboarding process, account openings and initiating asset transfers
Identify and anticipate the needs of our customers/advisors and always be willing to go that extra mile
Educate customers and prospective customers on the Nest Wealth platform and its functions
Using your customer insights, partner with Customer Success, Product, and Engineering teams to help continuously improve our products and services
Manage customer communications in terms of SLAs for both first response and resolution
Contribute to the development of our internal Customer Experiences tools, processes and policies as we grow

Why this role could be a good fit for you:

You have a minimum of 3+ years of experience in a customer support/customer experience role
You are bilingual (spoken and written) - English and French
You bring knowledge of investment products and services and familiarity with Canadian Investment types
You have fantastic people skills. Every customer matters to you and you are always looking for new ways to delight them and enhance their experience
Problem-solving is in your DNA - you know how to get things done and are collaborative and creative in the ways you do that
You have worked in a high-volume, fast-paced environment and are a pro when it comes to prioritizing and managing your time
You are all about the details and are technologically savvy
Commitment: Embody our 4CE (Force) values! You are: Conscientious, Comfortable with Ambiguity, Competitive, Curious, and Expeditious.

It would be GREAT if you had:

Experience in a tech start-up or financial services environment preferably in a customer-facing role
Have a CSC designation or are currently working towards one
Background in communications
Experience with CRM tools such as Salesforce, JIRA etc.

How can you grow:

Continual internal mobility opportunities as we scale
Learning and development stipend to put towards professional development
Dedicated Udemy D.E.A.L Days (Drop Everything And Learn)
Company-wide lunch & learns across the organization to learn more about FinTech

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified below and you think you can bring value to the role, we’d love to learn more about you!

What you can expect with our interview process:

We understand interviewing can be a daunting experience, and we are here to support you every step of the way. Here is a step by step guide on what interviewing with us looks like:

1. 30 min “get to know you” interview with our Talent Team

2. 60 min “Meet the Hiring Manager” interview with our Client Experience Manager

3. Take-home assignment to assess your French capabilities

4. 60 min “Meet the Team” interview with our Customer Success Manager and Client Experience Specialist

Our ideal time-to-hire is 28 days, we try our best to provide an efficient, engaging and enjoyable interview experience. All interviews are over video via Google Meet.