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

Wealthsimple is looking for an Agent, Client Experience to join their team on a 6-month contract, with possibilities for extension and conversion to permanent full-time based on business needs and performance.

The successful candidate will be responsible for providing exceptional client experiences through live chat, live calls, and email, handling a steady flow of conversations from start to finish. They will help clients with their queries, listen closely, and communicate with clarity, warmth, and care.

Key responsibilities include:

• Spending workdays helping clients over live chat, live call, and email
• Handling a steady flow of conversations from start to finish
• Helping clients with their queries, from quick questions to complex issues with their investments or banking
• Listening closely, putting themselves in the client's shoes, and communicating with clarity, warmth, and care
• Owning every case taken on, digging into what's really going wrong, tracking down the answer, and following up
• Working to a set schedule and meeting clear targets for quality, productivity, and schedule adherence
• Building deep knowledge of Wealthsimple's products and financial concepts
• Using coaching and quality feedback to improve skills

The ideal candidate will have:

• 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 reading people well and staying composed when they're upset
• Clear, warm written and spoken communication in English
• Resourcefulness and determination to find answers on their own
• Fast, accurate typing and agility to move quickly between several tools and systems
• Comfort working to a set schedule and measurable targets

Nice to have:

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

Wealthsimple offers a range of benefits, including:

• Health Spending Account: $3,000/year
• Group Savings Plan: Wealthsimple makes an automatic 3% contribution and matches own contributions up to 1.5%
• Paid Time Off (PTO): Up to 20 vacation days per year + 1 paid sick day per month
• Work From Anywhere (WFA): Automatic pro-rated allowance of $75/month to cover home office expenses
• IT Equipment: MacBook provided, plus monitor, keyboard, mouse, adapter, and headset as a gift