Client Experience Associate - Licensed (7 + 63/66)

As a Client Experience Associate - Licensed at Titan, your primary responsibility involves engaging with our thousands of investors to answer and resolve their queries via chat, email, or phone. You'll also tackle account onboarding and KYC/AML processes, ensuring our members have seamless experiences. Beyond direct interaction, you'll help develop best practices for client engagement and create educational materials that empower our customers.

To qualify for the Client Experience Associate - Licensed role at Titan, candidates must possess valid licenses (7 + 63/66) alongside a minimum of two years of experience in customer success or service. Strong problem-solving skills, technical troubleshooting abilities, and exceptional written communication are essential to thrive in this position.

Titan values its associates' growth and offers a unique opportunity to influence the future of wealth management. As a Client Experience Associate - Licensed, you can learn product management principles by translating customer needs into actionable recommendations for our engineering teams. You'll also have opportunities to develop your professional skills through creating educational content and participating in team discussions.

Client Experience Associates - Licensed at Titan typically use platforms like Intercom, Zendesk, or similar customer support systems to manage interactions and support requests effectively. Familiarity with these tools will help you provide timely and efficient service to our members.

A typical day for a Client Experience Associate - Licensed at Titan involves multi-faceted interactions with our investors, addressing various inquiries through chat, email, or phone. You'll actively participate in onboarding new members, assist with KYC/AML processes, and collaborate with other teams on service improvements. Additionally, you’ll engage in creating educational materials to enhance the overall member experience.

As a Client Experience Associate, prioritization is key. I assess the urgency and impact of each inquiry based on its complexity and the potential effect on the customer's experience. I strive to address high-priority issues first, ensuring timely resolutions while maintaining a clear workflow.

I have over two years of experience in customer service roles where I've engaged closely with KYC/AML procedures. This includes verifying customer identities, ensuring compliance with regulations, and facilitating onboarding while maintaining a high standard of confidentiality and trust.

In one instance, a customer was frustrated due to delays in their account onboarding process. I actively listened to their concerns, empathized with their situation, and assured them I would escalate the issue immediately. By providing a clear response and timely follow-up, I was able to turn a challenging situation into a positive experience.

When faced with a technical issue, I stay calm and gather as much information as possible from the customer to diagnose the problem effectively. I would walk them through troubleshooting steps, offer a detailed explanation, and if necessary, escalate the issue to our technical support team while keeping the customer informed.

I focus on understanding the common questions and challenges our customers face. I draft clear, step-by-step guides, how-to articles, and informative videos tailored to these needs, ensuring that the content is user-friendly, engaging, and addresses the problems effectively.

Empathy is fundamental in customer service. It allows me to connect with customers on a personal level, understand their feelings, and respond with kindness. By genuinely acknowledging their concerns, I can foster trust and improve the overall interaction.

I manage high volumes of inquiries by leveraging various organizational tools and prioritizing effectively. Creating templates for common issues, categorizing inquiries based on urgency, and maintaining a focused approach helps ensure timely and efficient responses.

I have hands-on experience with several customer support platforms like Intercom and Zendesk. I'm adept at navigating these tools, utilizing their features to enhance productivity, and improving customer interactions through efficient tracking and responses.

To collaborate effectively with the engineering team, I would communicate customer feedback and needs clearly, presenting data on trends and issues. Building relationships through regular touchpoints allows us to work together to prioritize features or fixes that matter the most to our members.

I'm motivated by the impact I can have on someone’s experience. It's rewarding to assist customers in achieving their goals and solving their problems. Ensuring they feel valued and supported within the complex world of wealth management drives my passion for this field.