Join our team as a Customer Service Specialist – Brokerage Support and play a key role in providing outstanding support to our clients.
As a Customer Service Specialist – Brokerage Support, you will work in a highly collaborative environment to support clients with their brokerage accounts and help them navigate a broad range of financial service needs. This role is ideal for someone who is passionate about client experience and thrives in a fast-paced setting, with the opportunity to make a meaningful impact through timely, accurate, and compliant support.
You will assist clients by resolving account inquiries, processing service requests and transactions, and delivering a seamless experience across multiple channels. In addition, you will partner closely with financial advisors and internal support teams, provide appropriate support for vulnerable customers, and contribute to continuous process improvements to enhance service quality and efficiency.
Job responsibilities
- Assist clients with account setup, maintenance, and updates.
- Provide clients with account updates such as trades, transfers, and account adjustments.
- Monitor client accounts to ensure compliance with regulations and company policies.
- Respond to client inquiries via phone, email, and chat.
- Provide information on financial products, services, and account status.
- Resolve client issues promptly and escalate complex cases as needed.
- Support vulnerable customers with care and professionalism.
- Prepare and maintain accurate records of client interactions and transactions.
- Generate reports for clients and management as required.
- Collaborate with financial advisors, trading teams, and other team members to support client needs.
- Stay informed about industry regulations and company policies, identifying and mitigating potential risks.
Required qualifications, capabilities and skills
- Experience in a brokerage or financial services environment or a strong interest in the financial market.
- Strong knowledge of financial products and brokerage operations.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Detail-oriented with a high level of accuracy.
- Ability to work independently and as part of a team.
- Willingness and ability to work rotating schedules and shifts based on business needs
- Willingness and ability to support customers through both phone, email and chat channels
- Demonstrated customer focus, including empathy, ownership, and effective expectation-setting
- Strong attention to detail and ability to follow defined procedures and regulatory practices
Preferred qualifications, capabilities and skills
Experience supporting vulnerable customers.
- Familiarity with regulatory documentation and reporting standards.
- Experience collaborating with financial advisors and trading teams.
- Ability to contribute feedback to process improvements.
- Experience with compliance and risk management in financial services.
- Prior experience with Salesforce or similar CRM platforms.
- Exposure to AI-enabled business tools and willingness to adopt emerging technologies that support process improvement and operational excellence