Agent, Client Experience - Toronto, ON - Hybrid (Fixed Term Contract)

The role

You will help Wealthsimple clients over live chat, live calls and email with questions and problems about their accounts, investments and banking. You will own each case until it is resolved and follow up so nothing falls through the cracks.

What you will do

• Help clients over live chat, live call and email, handling conversations from start to finish.
• Help with quick questions and complex issues about clients' investments or banking.
• Listen closely and communicate with clarity, warmth and care.
• Own every case: find what is going wrong, find the answer, even for new situations, and follow up.
• Meet clear targets for quality, productivity and schedule adherence.
• Build knowledge of Wealthsimple's products and the financial concepts behind them.
• Use coaching and quality feedback to improve your work.

Required qualifications

• Experience serving customers or clients, in tech, hospitality, retail, financial services or another field.
• Sound judgement and the ability to make good calls quickly.
• Strong emotional intelligence, including staying composed when clients are upset.
• Clear, warm written and spoken communication in English.
• Resourcefulness and determination to find answers on your own.
• Fast, accurate typing and the ability to move between several tools and systems.
• Comfort working to a set schedule and measurable targets.
• Legal right to work in Canada.
• Live in the Toronto/GTA area.

Nice to have

• 1-2 years of experience in financial services.
• Fluency in both English and French.

Benefits

• Health Spending Account: $3,000 per year, tax-free, for medical, dental, vision care and more.
• Group Savings Plan: automatic 3% company contribution plus a match of your contributions up to 1.5%.
• Up to 20 vacation days per year (depending on contract length) plus 1 paid sick day per month.
• Work From Anywhere allowance: $75 per month, pro-rated, for home office expenses.
• MacBook for work, plus a monitor, keyboard, mouse, adapter and headset.
• Top-tier health benefits and life insurance.
• Up to 90 days per year working outside Canada (does not apply to certain roles).
• Employee resource groups, including Rainbow (2SLGBTQ), Women of WS and Black at WS.

Before you apply

• You must have the legal right to work in Canada and live in the Toronto/GTA area.
• Up to 6 full weeks of in-office training at 80 Spadina Avenue, Toronto, after remote training.
• The job includes weekends and holidays, with shifts between 8:00 AM and 8:30 PM.

About the company

Wealthsimple is a Canadian financial company founded in 2014 and headquartered in Toronto. It offers managed investing, trading, cryptocurrency, tax filing, spending and saving products to more than 4 million Canadians.