Client Experience Associate

Ellevest is a fast-growing, venture-backed financial services start-up built by women, for women. Our mission is to get more money in the hands of women, no matter where they’re starting or how far they’ve come. We started by building the only gender-aware online investing platform that takes totally un-ignorable realities (like pay gaps, different salary curves, and women’s longer lifespans) into account. Then we added financial planning services for Ellevest clients, plus a full-service private wealth management service that helps high net worth people, families, and institutions align their financial power with their values.

Ellevest was co-founded by Wall Street veteran Sallie Krawcheck after she realized that the financial services industry was built by men, for men, systemically leaving women behind. During her Wall Street days, she served as CEO of Smith Barney, CEO of Merrill Lynch Wealth Management, and CFO of Citi. Ellevest has raised $145 million from investors including Rethink Impact, Pivotal Ventures, Valerie Jarrett, Salesforce Ventures, PayPal Ventures, MasterCard, Khosla Ventures, Morningstar, and Venus Williams.

About This Position

As a Client Experience Associate, you will provide first touch responses to prospects and clients across multiple channels including email, phone, and text. You will support the Client Experience team by providing exceptional service to our clients. You are a fast learner, with strong communication skills and a creative, problem solving attitude. You are passionate about our mission to get more money in the hands of more women, and you are excited to share that passion with Ellevest clients. 
This role sits within Tier 2 of our client support team. In this role, you will field complex inquiries from clients, assist with troubleshooting technical issues, and handle escalations that are outside of the scope of Tier 1 support. 
This is a full-time, fully remote position.

Day-to-day you will:

• Efficiently solve inquiries from Ellevest clients via email, phone, and text
• Support Ellevest clients by providing exceptional service
• Act as the front line and voice of Ellevest assisting clients with inquiries related to (but not limited to):
  • General account transfer and rollover questions 
  • Complaint intake and status updates
  • Urgent requests to move money
  • Fraud issues with existing clients 
  • Investment account inquiries including goal recommendations 
  • Forecasting and projections questions
  • Performance complaints
  • Tax-related questions (capital gains, transferring between goals, dividends)
  • Product issues and suspected bugs
• Promptly and professionally handle all escalations from Tier 1 associates 
• Work with other departments, as necessary, to complete complex transactions or inquiries
• Proactively identify trends, troubleshoot and escalate issues as appropriate, and share client feedback
• Identify opportunities for growth and process improvement
• Ensure documentation and notes on client interactions are up to date to help inform responses to future inquiries
• Identify and escalate priority issues promptly

We’re looking for: 

• 2+ years in a client-facing role; prior startup experience a plus but not required
• Exceptional communication skills across various channels including email, phone, chat, and text 
• Proficiency with (and excitement about) learning new technologies, systems, and software; familiarity working with CRMs (Zendesk, Salesforce, etc.) a plus
• Capacity to develop deep knowledge of the Ellevest client journey and product experience
• A detail-oriented, organized approach to work with strong follow-through and ownership of tasks
• Team player attitude and you are committed to learning from and teaching others
• Demonstrated ability to establish and improve upon processes
• Interest in a fast-paced, high volume environment
• Passion for our women-oriented mission

Ellevest’s compensation framework is based on relevant data, benchmarking and research for comparable companies and on our internal pay equity policies. The hourly rate for this position is $21-23/hour. In addition to base pay, Ellevest compensation offering for full-time employees will also include the following benefits: equity, 401k plan with employer contribution, medical, dental and vision health insurance (80% of premiums covered by employer), unlimited paid time off and flexible scheduling, paid parental leave, learning and development opportunities, financial support for accessing reproductive healthcare, free access to an Ellevest account and discounts on Private Wealth Management offering. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including (but not limited to) the applicant’s experience, skills, certifications, as well as internal equity among our team.

Working at Ellevest

Ellevest was founded in New York City, but today, our fully remote team is spread across the whole United States. As a member of the team, you can expect to do work that directly impacts our mission and the lives of real women every day.

We’re also dedicated to building a work environment where everyone on our team can grow and thrive, with flexible working hours and time off; remote work policies designed for transparency and effective cross-team collaboration; ongoing team building and professional development; and more. 
Do you think you could thrive in this role?

Please send us your application — even if you don’t check every single box. No two people’s career paths look exactly alike, and skill sets come in many different forms. We can’t wait to hear about yours.