Customer Experience Specialist, Executive Office
$70,720–$83,200 year
On-siteChicago, Illinois, United States
Job Summary
Resolve sensitive customer escalations originating from leadership, regulatory bodies, or high-profile channels by investigating complex issues and collaborating with Compliance, Legal, and senior leadership. Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements while de-escalating situations to protect the brand. Manage high-visibility cases from social media and public platforms, ensuring timely responses and coordinated resolutions delivered with empathy and strong judgment. This role requires FINRA Series 7 and 63 licenses and 2+ years of financial services support experience. Based in Denver, CO or Westlake, TX, the position involves 100% in-office attendance during seven-day shifts from 7 a.m. to 10 p.m. ET.
Required Qualifications
- FINRA Series 7 and 63 licenses
- 2+ years of customer support or service experience in financial services
- Strong analytical and investigative skills with the ability to resolve complex issues independently
- Experience managing highly escalated or sensitive customer situations
- Strong ownership, judgment, and ability to adapt to changing priorities
- Exceptional written and verbal communication skills, with the ability to clearly explain complex issues, deliver thoughtful updates, and engage professionally with customers, executives, and cross-functional partners
- 100% in-office attendance
- Denver, CO or Westlake, TX office location
Desired Qualifications
- FINRA Series 24 (or 9/10) and Series 66
- Must obtain Series 24 (or 9/10) and Series 66 within a certain amount of days of employment if not already held
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