Customer Experience (CX) Specialist

Nest Wealth is Canada’s largest independent digital wealth management platform, offering both direct-to-investor and advanced business-to-business solutions and it’s part of Objectway Group from January 2024.

Objectway is an international group with more than 30 years of business expertise in wealth, banking and asset management software empowering clients to embrace their future challenges while providing great performance today. As an IDC Global TOP-100 FinTech provider with a leading as-a-service platform we’ve built strategic partnerships with +250 leading Wealth Managers, Banks, Asset Managers, Fund Managers, Insurers and Outsourcers in +15 countries empowering and scaling their business by modernizing and streamlining their digital technology and operations.

With over 800 professionals operating from Italy, UK, Belgium, Germany, Switzerland, Ireland and North America, the Group serves clients in 4 continents, supporting approximately 100,000 investment professionals to manage more than €1 trillion in assets. Finding amazing people is essential for building a successful company. That’s why we take our culture and our people seriously. We are a proud recipient of ‘Great Place to Work’ for the past 3 years, ‘Best Workplaces for Inclusion’, ‘Best Workplaces in Technology’, and ‘Best Workplaces in Canada’ and we've recently been recognized as part of the top 10 scaling startups in Canada by CIX. Before you apply, get an inside look into our culture and learn from team members who discuss what we’re building, recent problems we’ve solved, how/why we’ve made changes to our tech stack and what it’s like joining our team!

We are seeking a Customer Experience Specialist to join our small but mighty CX team. In this role, you will have the opportunity to provide exceptional support to our clients, while educating and providing insightful feedback to continuously elevate our customers' experience.

What you'll do as a CX Specialist
Enhance client experience: Work with clients and advisors to help facilitate the onboarding process and assist in opening accounts, initiating asset transfers, and submitting deposit requests.
Share knowledgeable insight: Document learnings and develop a robust knowledge base from client engagements to share product, support, and engineering teams to continually improve client experience.
Assist customers through the onboarding process, account openings and initiating asset transfers
Identify and anticipate the needs of our customers/advisors and always be willing to go that extra mile
Manage customer communications in terms of SLAs for both first response and resolution
Contribute to the development of our internal Customer Experience tools, processes and policies as we grow
This role could be a good fit for you if
You have 2+ years of experience in Advisor/Client support role in a Financial Services firm
You have fantastic people skills. Every customer matters to you and you are always looking for new ways to delight them.
You are willing to go that extra mileProblem-solving is in your DNA.
You know how to get things done and are collaborative and creative in the ways you do that.
You are all about the details.
You have worked in a high volume, fast-paced environment and are a pro when it comes to prioritizing and managing your time.
You are technologically savvy and are always building on those skills.
It would be GREAT if you had: (bonus list)
Previous experience in a tech start-up or financial services environment preferably in a customer-facing role.
Intermediate knowledge of CRM software, Excel, or other Financial Planning tools
Fluency in both French and English
What you can expect with our interview process?
We understand interviewing can be a daunting experience, and we are here to support you every step of the way. Here is a step by step guide on what interviewing with us looks like:
30 min “get to know you” interview with HR team member
45 min “Meet the Managers” interview with Director of Success Manager Client Experience Support
45 min "Meet the Team" interview with the team that makes it all happen!
We try our best to provide an efficient, engaging and enjoyable interview experience.
All interviews are over video via Team Meeting
Compensation: Our target hiring range is 55,000 - 65,000 CAD per year plus the ability to participate in our Annual Bonus Program with eligibility for earning up to 10% base salary for meeting or exceeding corporate targets. Actual compensation will be commensurate with experience and skills.
In addition to joining a phenomenal team, we offer support professionally and personally:

Flexibility: An engaging remote-first culture in Canada coast-to-coast. Our employees have the latitude to take care of the other parts of their lives and be there for the things that matter to them
Comprehensive Compensation Benefits: A competitive total compensation package that includes variable bonus, health and dental benefits, 3 weeks vacation, 10 days flexible PTO
Learning Development: Udemy Business license, $1000 LD stipend to put towards professional development, Lunch Learn opportunities, continual company wide workshops
Support for Growing Families: We welcome new additions with a 6 week parental leave top-up and re-onboarding program to support a successful re-entry back into the Nest.

We believe in everyone At Nest Wealth, we commit to pursuing deliberate efforts to ensure that our company is a place where differences are welcomed, different perspectives are respectfully heard and where every individual feels a sense of belonging and inclusion. We know that by creating a vibrant climate of inclusiveness, we can more effectively advance our collective capabilities. We celebrate diversity and are committed to creating an inclusive environment for all employees and encourage applications from people of all abilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
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