Tech Stack

Description

You will diagnose and resolve complex customer inquiries using proprietary and partner systems, working at the intersection of product, operations, and service. By becoming an expert in Altruist's product offering and operational workflows, you'll directly impact financial advisors and their clients, helping to make financial advice better and more accessible.

Requirements

• 2 or more years of customer support or call center experience
• 2 or more years of broker-dealer operations or clearing firm experience
• Working knowledge of investing and an understanding of what Registered Investment Advisors (RIA) do on behalf of their clients
• Proficiency with ticket management systems such as Salesforce and Jira
• Deep empathy for customers, including exemplary active listening and interpersonal skills
• Bachelor’s degree or equivalent professional experience preferred
• Technical aptitude to easily get up to speed on modern tech stacks and ticket management systems
• Ownership and pride in work
• Superb communication skills
• Resilience and unwavering determination
• Assurance with strong knowledge base and openness to differing perspectives
• Creative problem solving

Responsibilities

• Utilize proprietary and partner systems to diagnose and resolve complex customer inquiries spanning account opening, funding, trading, fee billing, reporting, and account maintenance
• Sleuth defects and proactively shepherd issues to resolution in close partnership with product, engineering, operations, and compliance teams
• Provide exceptional customer service by building rapport, demonstrating empathy, and driving advisor trust and long-term loyalty
• Become an expert in Altruist’s product offering and end-to-end operational workflows
• Develop deeper expertise within one or more product or operational specializations, serving as a go-to resource for advisors and internal partners
• Apply advanced product and process knowledge to resolve more complex or nuanced advisor issues within your specialization
• Translate complex customer issues clearly for both technical and non-technical audiences
• Tag data and feedback gathered through customer interactions to inform product roadmap prioritization and process improvement
• Help maintain and update response templates, internal documentation, and platform FAQs
• Adhere to all compliance and regulatory guidelines at all times