Client Experience Associate

As a Client Experience Associate at Titan, you are essential in facilitating communication and support for our members. Your main duties will include answering customer inquiries through chat, email, and phone, helping them navigate their wealth management needs. Additionally, you’ll work closely with our operations team to assist with KYC and AML processes, as well as account onboarding, making sure our customer interactions are as seamless as possible.

To be considered for the Client Experience Associate position at Titan, you should have over two years of experience in a customer service or success role, as well as relevant certifications such as the Series 7 or 63/66. Strong communication skills, technical troubleshooting abilities, and experience with customer support platforms like Intercom or Zendesk are also desired to ensure you can effectively serve our members.

In the role of Client Experience Associate at Titan, exceptional communication skills, both written and verbal, are critical. You should also possess strong problem-solving abilities and empathy, allowing you to navigate challenging customer interactions. Additionally, technical acumen is important for troubleshooting issues and engaging effectively with users via various support platforms.

Joining Titan as a Client Experience Associate opens up various opportunities for growth within the company. Due to the nature of the role, you'll gain exposure to product management by translating customer insights into actionable recommendations, which can pave the way for future career advancements within the organization.

Titan's vision for wealth management is to create a comprehensive wealth system that empowers ambitious individuals. We strive to be a vital resource, combining investment products with financial expertise and exclusive member benefits. This philosophy sets us apart as we aim to be the destination for the wealth management needs of a new generation.

When addressing a challenging customer inquiry, it’s essential to remain calm and empathetic. Start by actively listening to the customer’s concerns. Clarify details and show that you genuinely care about resolving their issue. Utilizing problem-solving skills, work towards a solution while providing timely updates to reassure the customer throughout the process.

Certainly! When faced with a technical issue, I ensure to first diagnose the problem by asking relevant questions to gather detailed information. I then guide the customer step-by-step through troubleshooting techniques while maintaining patience. Once resolved, I document the process for future reference, ensuring that the customer feels supported and informed.

I have hands-on experience using platforms like Intercom and Zendesk, where I’ve managed customer inquiries, tracked ticket statuses, and utilized automated responses to enhance support efficiency. This familiarity allows me to quickly adapt to Titan’s systems and contribute effectively from day one.

To create effective educational content, I would first identify common customer inquiries and needs through analytics and direct feedback. Then, I would draft clear and concise how-to articles or videos that address those topics, ensuring that language used is accessible. Engaging visuals and consistent messaging can also enhance the learning experience for our users.

I am drawn to Titan’s innovative approach to wealth management and its commitment to customer satisfaction. Working alongside professionals who prioritize empowering clients aligns with my values. I’m excited about the opportunity to contribute to an environment that values ambition and clearly supports its members' financial well-being.

Titan’s approach to wealth management emphasizes a comprehensive and member-centric model, which includes highly engineered investment products and exclusive access to resources. The commitment to combining financial expertise with a lifestyle concierge service makes Titan unique and reflects a deep understanding of the needs of high-earning professionals.

During busy times, I prioritize customer inquiries by assessing urgency and complexity. I use a system to categorize tickets based on established guidelines. Addressing pressing issues first while providing brief acknowledgment to other inquiries keeps customers informed and enhances overall satisfaction.

In a previous role, there was a customer with a time-sensitive issue regarding funds transfer. I not only expedited their request but also followed up afterward to ensure everything was resolved satisfactorily. This proactive approach strengthened the relationship and demonstrated our commitment to exceptional service.

I maintain organization by using tools and systems to track inquiries, such as ticketing software. Daily check-ins allow me to review tasks and prioritize effectively. Additionally, I set personal benchmarks to ensure timely follow-up and closure of each customer interaction.

To gather customer feedback, I would employ strategies such as follow-up surveys, direct outreach, and engagement during support calls. Creating a welcoming environment where customers feel comfortable sharing insights is vital. Regularly analyzing this feedback ensures continuous improvement and alignment with their needs.