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

As a Client Experience Associate - Licensed at Titan, you will be primarily responsible for responding to customer inquiries via chat, email, and phone. You’ll also ensure effective account onboarding, assist with KYC/AML processes, and develop educational content for our clients. This role is perfect for those who thrive in a fast-paced environment and wish to have a direct impact on enhancing client interactions.

To be considered for the Client Experience Associate - Licensed position at Titan, you must have a minimum of 2+ years of experience in a customer success or service role, along with relevant licenses (7 + 63/66). Strong communication skills and a detail-oriented mindset are also essential for handling diverse customer inquiries effectively.

Titan believes in nurturing talent and fostering growth among its team members. As a Client Experience Associate, you will receive continuous training and mentoring, which can lead to advancements within the company. You will gain insights into product management by translating customer needs into actionable recommendations for our engineering team, enhancing your professional journey.

The Client Experience Associate role at Titan is distinct due to its focus on creating key relationships with our investors and actively contributing to product development. Being part of a small team allows you to have a profound impact on our client's engagement strategies, making your contributions felt throughout the organization.

In the Client Experience Associate position at Titan, you will work with various customer support tools, including Intercom and Zendesk, to manage customer inquiries and maintain a seamless support experience. Your facility with these platforms will enhance your efficiency in addressing client needs.

In your response, highlight your previous roles in customer service, focusing on how you've handled various inquiries and challenges. Mention specific skills, such as your ability to empathize with customers and address their needs efficiently, as this aligns with Titan's focus on exceptional client engagement.

Before your interview, research Titan’s goals and values. Highlight its innovative approach to wealth management and its ambition to become a leader in the finance sector, showcasing your enthusiasm for being part of a mission that aligns with professional growth and impactful client relations.

Explain your method for prioritizing tasks based on urgency and customer impact. You might mention techniques like organizing inquiries according to complexity or using specific tools to streamline your workflow, which is vital for maintaining excellent customer service standards at Titan.

Provide a specific example where your intervention transformed a client’s negative experience. Focus on how your solutions and communication skills contributed to resolving the issue, as this effectively demonstrates your capabilities relevant to the Client Experience Associate role at Titan.

Discuss your approach to creating informative content, such as tutorials or how-to guides. Emphasize your ability to translate complex information into easy-to-understand formats, which is a key part of the Client Experience Associate role at Titan.

Discuss any relevant experience you have with KYC/AML processes, providing specific examples if possible. Highlight your understanding of their importance in protecting clients and maintaining regulatory compliance, which are crucial responsibilities in the Client Experience Associate position.

Explain your troubleshooting process, showcasing your ability to assess a problem, ask the right questions, and provide timely solutions. Employers value candidates who can confidently handle technical inquiries, especially in a client-centric role like the one at Titan.

Discuss the importance of proactive communication, active listening, and understanding client needs. Highlight how your ability to build trust and provide consistent support contributes to long-lasting client relationships, perfectly aligning with Titan's client experience goals.

Outline the skills and attributes you believe are essential, including strong communication, problem-solving, empathy, and resilience. Explain how these traits play a vital role in excelling at Titan's Client Experience Associate role.

Reflect on your career aspirations and align them with Titan's mission and values. Express your enthusiasm for contributing to a pioneering firm in wealth management and working alongside a talented team, underscoring your eagerness to be part of its impactful journey.