Assets Customer Service Specialist

Job Description

We're looking for a highly motivated Assets Customer Service Specialist to join our team in Austin, Texas. This role is a unique opportunity to directly impact our mission by providing an outstanding experience for our customers, with a specific focus on asset-related inquiries and transactions.

Your Mission

As an Assets Customer Service Specialist, you will be the primary point of contact for our customers. You are a skilled problem solver and customer advocate who can handle complex issues with ownership and empathy across phone, chat, and email. Your goal is to deliver exceptional customer experiences, adapt to changes, navigate complex situations, and uphold our commitment to financial empowerment for all.

Key Responsibilities

• Provide high-quality support via phone, chat, and email, with a strong focus on end-to-end resolution for customer issues.
• Resolve customer contacts and queries with sound judgment, empathy, and minimal escalation, particularly for issues related to assets, investments, and financial products.
• Meet performance targets across key metrics such as resolution rate, quality, and handling time.
• Demonstrate advanced product and process knowledge, with a strong understanding of financial instruments and regulations.
• Communicate clearly and professionally, adjusting your tone and style based on the customer’s needs and context.
• Maintain accurate records using standardized case-handling processes, ensuring data integrity and compliance.
• Follow strict security and data privacy procedures across all channels.
• Proactively contribute to knowledge sharing, team discussions, and continuous improvement initiatives.
• Take ownership of your own learning and development, actively seeking feedback and coaching.

Qualifications

• Your verbal and written English skills are excellent.
• Self-starter with the ability to work independently using knowledge resources.
• Proactive, solution-oriented, and possess an ownership mindset.
• You’re flexible and adaptable, open to working days, evenings and weekend shifts as well as public holidays.
• You’re cool under pressure taking charge in challenging situations and keeping your composure if things get tense.
• You’re able to work in a fast-paced, ever-changing environment — you understand that change is needed to both grow and learn but also work more efficiently.
• You’re a team-player and understand that having a great working culture is everyone’s responsibility. You treat everyone with respect and always give a helping hand, and you let our values guide you.

Licensing and Experience

• FINRA Series 7 license is required.
• A minimum of 2 years of customer-facing experience, preferably in financial services, banking, or a contact center environment