Customer Experience Associate, Core Services Resolutions Desk

📋 Description

• Serve as a real-time point of contact for CX agents across chat, email, and phone, answering
• Handle escalations as part of your regular workload from day one, resolving straightforward cases
• Apply a teaching-vs-telling approach so agents walk away better equipped to handle similar
• Recognize when a situation calls for a supervisor and route it promptly.
• Issue goodwill credits and refunds within your authorized limits, escalating anything beyond that
• Log and track your interactions accurately to support clear case history and smooth handoffs.

🎯 Requirements

• Experience in a customer-facing role, with a track record of strong performance — this is an entry
• Excellent written and verbal communication skills, with the ability to explain concepts clearly to
• Comfortable applying documented policies and procedures on live escalations, with the judgment to
• Ability to quickly defuse anxiety and de-escalate tense situations through empathetic, confident
• Developing critical-thinking and problem-solving skills, with an eagerness to grow into a larger
• Strong organizational skills and attention to detail when following playbooks and logging case

🎁 Benefits

• Prior experience in a contact center environment.
• Exposure to compliance or FINRA regulations.
• Demonstrated pattern-recognition skills — spotting recurring issues and surfacing them to the team.
• High empathy paired with a teach-vs-tell communication style.
• Interest in eventually pursuing an SIE, Series 7, and/or Series 24 license — not required, but a