Customer Experience Representative, Executive Office

Chicago, United StatesOn-site

Responsibilities

Investigate and resolve complex customer issues, including cases escalated by leadership, regulatory bodies, or high-profile customers.
Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements.
Manage and resolve high-visibility customer cases originating from social media and public platforms, ensuring timely responses, thoughtful engagement, and coordinated resolutions that protect the customer

experience supporting escalated and high visibility cases. As a Customer
FINRA Series 7 and 63 licenses required
Strong analytical and investigative skills with the ability to resolve complex issues independently •
Experience managing highly escalated or sensitive customer situations
Exceptional written and verbal communication skills, with the ability to clearly explain complex issues, deliver thoughtful updates, and engage professionally with customers, executives, and cross-functional partners. What we offer
experience with catered meals, events, and comfortable workspaces.

An estimated $124 trillion of assets will be inherited by younger generations in the next two decades.
Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching. Best-in-class
benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
Lifestyle wallet — a highly flexible
benefits spending account for wellness, learning, and more.
Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
Time off to recharge including company holidays, paid time off, sick time, parental leave, and more! Exceptional office
In addition to the base pay range listed below, this role is also eligible for bonus opportunities + benefits.
Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands.
The expected base pay range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones.
For other locations not listed, compensation can be discussed with your recruiter during the interview process. Base Pay Range:
Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC) $34 — $40 USD Zone 2 (Denver, CO; Westlake, TX; Chicago, IL) $34 — $40 USD Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL) $33.15 — $39 USD

If you’re ready to be at the epicenter of this historic cultural and financial shift, keep reading.
Experience team plays a critical role in Democratizing Finance for All! We are expanding our core customer
experience team adding new executive office and social representatives. These team members play a critical role in the customer
Experience Escalations Specialist, you will investigate and resolve sensitive customer cases that require advanced problem-solving, sound judgment, and strong communication.
You’ll collaborate with cross-functional partners to ensure timely resolution of complex issues while protecting the customer
Within this role, Executive Office team members focus on escalations and formal complaints originating from leadership, regulatory inquiries, or other high-risk channels.
We partner closely with support, operations, compliance, and leadership teams to deliver thoughtful resolutions while upholding the highest standards of trust, accountability, and service excellence.
This role is based in our Denver, CO or Westlake, TX office and requires 100% in-office attendance.
The team operates seven days a week from 7:00 a.m. to 10:00 p.m. ET.
Employees will work either five 8-hour shifts or four 10-hour shifts per week, depending on business needs.