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Client Support Representative
| Company | Flourish |
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| Location | Dallas, TX, USA |
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| Salary | $61000 – $80000 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level |
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Requirements
- Bachelor’s degree
- 3+ years of Client Support experience within financial services, or similar client-facing role with a significant volume of phone or email interaction
- A FINRA Series 7 license
- Due to the nature of this position, as part of the background check process, candidates must be able to pass a fingerprint background check to qualify as a fingerprinted person under FINRA. For roles requiring registration, additional regulatory screenings may apply, including a review of Form U5 disclosures and other relevant licensing information.
- A curious, analytical mind and strong problem-solving skills
- Self-starter with a positive attitude
- A professional, personable and humble manner
- Excellent interpersonal skills, as well as verbal and written communication skills
Responsibilities
- Support company growth by providing clients with an excellent, white-glove client experience across phone, email and chat, including technical support
- Work closely with internal stakeholders, including product teams, sales, and relationship management, to effectively resolve client issues
- Conduct routine client outreach to address account servicing issues and participate in ad hoc projects and initiatives as needed
- Assist with the review and onboarding process for new accounts
- Develop and maintain external client support materials, from email templates to call scripts to FAQs
- Participate in support center scheduling, aligning staffing and hours of availability to inbound client demands
- Real time queue management for phone support
- Define and implement short-term business strategies to improve client experience and increase support team efficiency
- Training and development of new support representatives, including development of training materials
- Ensure all support-related tasks are completed in a timely matter, including working past the close of support hours as needed
- Must be able to work West Coast hours (9am – 5pm PT) and have flexibility to cover other US timezones as needed
Preferred Qualifications
- Experience with client support process improvements, metrics, reporting, hiring or training of support representatives, or similar
- A genuine passion for delivering exceptional customer service
- A proactive, ownership-driven mindset, treating responsibilities with care and dedication
