CX Associate - Transfers (Contract)

About TitanTitan is an award-winning, members-only wealth management firm reimagining how ambitious, high-earning professionals manage and experience their wealth. Headquartered in New York City and backed by some leading Silicon Valley firms – including a16z and General Catalyst. We're building the Wall Street firm of the future.VisionAt Titan, we understand that money isn't just currency; it's the lifeblood of ambition and the fuel of innovation. We exist for those who push boundaries, redefine success, and drive society forward. While our members are center stage, reshaping industries and creating the future, we're their wealth team behind the scenes, obsessing over their financial wellbeing – so they don't have to.The end goal? Exceptional Wealth ManagementWe've created a comprehensive wealth system that combines:• Highly Engineered Investment Products• Financial Expertise• Exclusive Member AccessBy combining comprehensive wealth management with unique member benefits, our members have described us as the Amex of Wealth Management.With a commitment to providing access to wealth management expertise and a lifestyle concierge service, our goal is to build the last wealth platform this generation will ever need.We're highly selective with who we choose to bring onto the team. If the above resonates with you, we'd love to meet.The information in this content is intended for recruitment purposes only and does not constitute investment advice or a recommendation of any investment productsRole OverviewAs a CX Associate, Transfers, you will be one of the main points of contact for our investors by educating and helping them transfer their retirement and brokerage accounts via email, chat and scheduled phone support. You’ll play a key role in the development of our best in class client interactions while providing exceptional support to our clients.The primary duties involve processing transfers, responding to client inquiries regarding the status of their transfer transaction as well supporting our General team with common questions (money movements, account set up, troubleshooting, etc.) While you’ll specialize in Transfers, you’re here to support just about any client need. Our ideal candidate has a “no task is too small attitude,” is driven, organized, and has a passion for serving others. Sound like you? Keep reading!What You’ll Do:• Respond and resolve customer requests and questions via chat, email, and scheduled phone calls• Escalate customer issues and help develop best practices for efficient customer engagement• Assist with incoming and outgoing transfers, money movements, and technical troubleshooting• Work closely with Apex, our custodian, and be the middleman between them and our client• Analyze current procedures and offer improvement suggestions to increase workflow accuracy and efficiency• Translate customer needs into recommendations for engineering - this is an opportunity to learn the ropes of product management and directly influence the Titan roadmapQualifications• Hard Requirement: Licensed (7 + 63/66)Please do not apply if you are not licensed• 2+ years of experience in a Customer Success/Service role in the financial spaceWhile experience in Transfers and Retirement is ideal, it is not required• Ability to work independently as well as in a team environment to meet stated goals and targets• Demonstrated skill and ability to handle assorted customer questions and issues, including challenging matters, resourcefully and with completeness and empathy• Skilled at troubleshooting technical issues and determining the right questions to ask• An independent thinker with an entrepreneurial spirit (our Client Experience team has no script and neither do you)• A high-energy communicator brimming with positive, proactive energy• Incredibly focused and attentive to detail, even while working in a very fast-paced environment• Exceptional written and communication skills along with an acute attention to detail• Familiarity with Kustomer, Intercom, Zendesk or other Customer Support platformsCompensation:Anticipated annual salary range: $25-$60 per hour depending on experienceAt Titan, we are committed to offering competitive compensation packages for our valued team members, matching our commitment to attract and retain a top talent pool that is aligned with our culture, mission, and values. This salary range represents Titan’s reasonable estimated possible compensation for this role at the time of this posting.The final salary for this position will be determined in sole discretion of Titan, depending on applicable laws, and based on a variety of factors, such as employee’s work experience, skills, qualifications for the role, and location, and may differ from the amounts listed above.