Client Experience Specialist

About Us:

We strive to promote the ability for investors to have access to Digital Assets within their tax-sheltered retirement accounts. Founded in 2018 by leaders across traditional and alternative finance, iTrustCapital is one of the fastest growing alternative asset investment firms in the United States. We believe one of the most important parts of an organization is the internal culture, which is why employees feel like they are part of a Financial Technology family.

One of the best parts of iTrustCapital is the culture. As a member of the Client Experience team, you’ll have the chance to interact with clients everyday, serving as a direct point of contact for their journey on the platform. Successful candidates need to be open to mastering and understanding the functionality of the Individual Retirement Accounts (IRA). Having introductory or working knowledge of digital assets is a plus, but not required.

Responsibilities:

• Participate in daily calls with clients to engage them on where they are in their funding process.
• Provide the “white glove service”
• Following up with clients to ensure they are moving forward with all steps required for account establishment.
• A solid understanding of Cryptocurrency/Blockchain current events.
• Learn all facets of IRA on-boarding, from processing to educating clients on their options
• Learn the basics of all IRA processing functions.
• Participate in daily calls with clients to engage them on where they are in their funding process
• Answering clients questions with a professional attitude and manner while adhering to measurable departmental goals.
• Defining a problem clearly and raising concerns appropriately when necessary.
• Serve as a point of contact for both new and existing clients
• Participate in daily scheduled calls with clients and being able to assist with them with their paper work and status of their accounts.
• Have the opportunity to help the client experience team innovate on our own processes and improve our already strong touch-point system.
• Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes.

We are looking for an individual who will report directly to the Director of IRA Services.

Requirements:

• You assist others by engaging your pro-active problem-solving skills.
• Adaptable with the flexibility to thrive in various work environments.
• You manage challenging situations and conversations driving towards a resolution suitable for all.
• Your ability to identify actions necessary to complete tasks and obtain results.
• Ability to listen to and work with diverse customers with a wide range of challenges to achieve outcomes where everybody wins.
• Learn quickly and retain information to assist with decision-making.
• Be able to display understanding.
• Excellent social skills both written and verbal.
• Multi-tasking (able to talk and research at the same time).
• Being responsible and punctual.
• Eager to learn new operations.
• Being able to follow up with existing clients.
• The ability to deescalate specific scenarios.

Benefits:

• Health insurance
• Dental Insurance
• Life Insurance
• Vision insurance
• Alternative Asset retirement account

Compensation:

• Starting at $18.00 per hour
• As a company we promote proactively

Preferred Skills:

• Knowledge in Adobe Pro, Word, Excel
• Having knowledge in IRA’s
• Crypto Knowledge
• Experience in Finance
• Sales Experience
• Seniority Level
• Mid-Senior level