Client Support Representative

As a Client Support Representative at Flourish, your primary responsibilities will include delivering top-notch client support through phone, email, and chat. You’ll address a variety of client inquiries, ranging from straightforward product questions to complex issues, all while collaborating with internal teams like product, sales, and engineering to resolve client concerns effectively. Additionally, you'll be involved in refining our support processes, developing materials, and analyzing trends to enhance our customer service.

To be considered for the Client Support Representative role at Flourish, candidates should hold a Bachelor’s degree and possess at least three years of client support experience in financial services or a similar field. A FINRA Series 7 license is also required, alongside excellent communication skills and a curious, analytical mindset that thrives on problem-solving.

Flourish prioritizes a positive client experience by empowering Client Support Representatives to provide personalized, white-glove service. Our representatives receive comprehensive training, have access to a variety of tools, and work closely with internal teams to resolve issues efficiently. Through this collaborative approach and a focus on client feedback, we continuously enhance our support services.

During the onboarding process as a Client Support Representative at Flourish, you can expect a comprehensive training experience that covers our products, support protocols, and tools you'll use daily. We place an emphasis on hands-on learning, allowing you to shadow experienced team members and immerse yourself in our dynamic work environment, setting you up for success as you engage with clients.

The company culture at Flourish for Client Support Representatives is collaborative, innovative, and growth-oriented. We're a small but mighty team where everyone's input is valued, and you're encouraged to contribute ideas for process improvements. Our environment is dynamic and supportive, promising a fulfilling experience for those who thrive in a technology-driven atmosphere.

In responding to this question, focus on your specific roles where you provided direct client support. Highlight the volume of interactions you managed, the types of issues you resolved, and any metrics that illustrate your success in improving client satisfaction or efficiency.

When answering this question, provide an example where you successfully resolved a conflict. Emphasize your ability to listen, empathize, and find solutions, showcasing your commitment to achieving a positive outcome for both the client and the company.

Explain your approach to breaking down technical jargon into relatable language. You can mention techniques such as using analogies, visual aids, or step-by-step explanations that help clients grasp the information clearly and confidently.

In your response, describe your method for assessing urgency and complexity of inquiries. Discuss tools or processes you use for effective queue management, ensuring that each client feels valued and supported during your interactions.

Mention relevant tools you have experience using, such as CRM systems, ticketing software, or collaboration platforms. Highlight how these tools allowed you to streamline workflows, maintain organized client records, and enhance service delivery.

Provide a specific instance where you identified an inefficiency in your workflow and took proactive steps to improve it. Share the impact of your changes, such as increased efficiency, better client satisfaction, or reduced handling times.

Discuss time management strategies that work best for you, such as the use of to-do lists, prioritizing tasks based on urgency, or leveraging calendar tools to schedule client follow-ups. Relate these strategies to your ability to excel in a busy role at Flourish.

Outline a process for troubleshooting the issue—starting with gathering information, consulting resources, and seeking peer assistance if necessary. Emphasize your commitment to resolving the client’s concerns promptly while maintaining transparency about the issue.

Talk about the importance of client feedback in shaping your support methods. Explain how you analyze feedback, share it with relevant teams, and apply insights to enhance your service practices to better align with client needs and expectations.

In your response, demonstrate your enthusiasm for joining Flourish by discussing your passion for financial services, interest in fintech innovation, and admiration for the company’s commitment to client care. Reflect on how your values align with Flourish's mission and culture.