Senior Customer Support Specialist

About the Company

Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software supports clients such as Stash, Betterment, SoFi, Webull, and eToro, collectively powering access to the stock market for over 22+ million end customers.

At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest. Our global team of over 1,000 employees across offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila is shaping the future of financial innovation.

We’re proud to be recognized for our innovative work, purpose-driven culture, and collaborative environment, including awards such as Best Places to Work (BuiltIn), WealthTech of the Year (US FinTech Awards), and The World’s Top 250 Fintech Companies (CNBC).

About the Role

The Senior Customer Support Specialist plays an essential role in ensuring the efficient delivery of services and operational processes to internal and external stakeholders. This position focuses on maintaining day-to-day processing requirements to ensure operational continuity while analyzing workflows, identifying inefficiencies, and implementing process improvements. The role bridges operational insights with actionable solutions to enhance the overall customer experience and contribute to the organization's success.

Responsibilities

• Challenge and improve existing processes and systems to enhance service delivery, reduce inefficiencies, and automate manual procedures.
• Collect, analyze, and interpret operational data to generate insights into client satisfaction and operational efficiencies; prepare reports for internal stakeholders highlighting trends, performance benchmarks, and areas for improvement.
• Engage actively in strategic initiatives and cross-company projects that influence the firm's service offerings and client satisfaction; escalate critical matters to leadership when required.
• Provide responsive and insightful support to clients via telephone and electronic communications, addressing and resolving issues efficiently while maintaining high standards of professionalism.
• Work closely with team members and other departments to ensure timely and accurate resolution of processing-related challenges; share insights and strategies to enhance overall team performance and client service.

Requirements

• Bachelor’s Degree in Finance, Business Administration, or a related field.
• 1 year of experience in the financial services industry, particularly in a client-facing role.

Preferred Qualifications

• Current possession of a FINRA Series 7 license or ability to obtain one within 120 days of hire.
• Strong understanding of financial markets and products, excellent analytical skills, and demonstrated ability to manage complex client relationships.
• Experience with AI is preferred.

Skills

• Interpersonal Skills: Exceptional ability to develop relationships and communicate effectively with clients and colleagues of all levels.
• Problem-Solving: Proactive in identifying issues and generating innovative solutions to enhance client satisfaction and operational efficiency.
• Stress Management: Capable of performing well in high-pressure situations, maintaining composure and client focus.
• Organizational Skills: Highly organized with an aptitude for managing multiple priorities simultaneously and meeting tight deadlines.
• Technology Proficiency: Competent with Microsoft Office applications (Word, Excel, Outlook) and able to adapt to new software and systems quickly.

Benefits

• Healthcare benefits (medical, dental, vision, EAP).
• Competitive PTO and 401k match.
• Parental leave and HSA contribution match.
• Paid subscription to the Calm app.
• Generous external learning and tuition reimbursement benefits.

Schedule

Hybrid work schedule allowing flexibility to work from home and one of our primary offices.