What are the responsibilities and job description for the Customer Experience Lead position at Frec?
About Frec:
We believe everyone deserves access to better and smarter ways to manage their money. At Frec, we are transforming complex financial products that have traditionally only been available through wealth advisors into automated, easy-to-use technology. Our goal is for you to reach financial independence.
Please visit frec.com to learn more about us.
What you’ll need:
- Prefer you to have passed the SIE
- Experience using Zendesk; prefer experience using Zendesk Copilot
- 4-7 years experience, preferably at a fintech
- Proficient in using brokerage platforms and Microsoft Office suite
- Degree from an accredited university or significant relevant experience preferred
- Ability to work in a fast-paced, changing environment
- An attention to detail and solution oriented thinking
- Excellent communication and interpersonal skills
Duties:
- Respond to customer service tickets
- Create and update Frec’s help center
- Improve and scale customer tickets
- Improve customer responses to provide a great customer experience
- Provide demos of our platform
- Assist with brokerage operations duties:
- ACATS transfer requests
- Cash transfer reviews
- Account openings
Location: We have offices in San Francisco & NYC. However, this position can be fully remote.
About the team:
We’re a small team wearing many hats and pitching in where needed to achieve the best experience for our customers. We’re looking to add another team member that can help us continue to provide great service and understanding to our customers about direct indexing in multiple strategies. You will be reporting directly to the President of Frec’s subsidiaries: Frec Securities LLC (Broker Dealer) & Frec Advisers LLC (Registered Investment Adviser).
We are also a tech forward company and you must have the ability to work in a variety of different software systems. This individual will be able to grow with the team as we continue to scale from $500 million in total assets to $1 billion.