About this role
Build something people love
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3+ million users who trust us with more than $100 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.
Our clients are at the centre of everything we do at Wealthsimple. As a High Risk Escalations Specialist, you will play a critical role in managing and resolving complex client issues that escalate to the highest levels within our company. This role will be based on-site at our Toronto office, working from 9AM to 5 PM ET, Monday to Friday.
In this role you will:
Manage and ultimately resolve walk-in client escalations at our Toronto office.
Act as the primary point of contact for clients on-site and ensure their issues are handled with an intricate blend of care and professionalism
Address and solve the critical and complex client issues (Level 3 Escalations) with urgency, empathy, and effective problem-solving skills. These escalations often involve Premium+ clients or product-related concerns that require a deep level of understanding of Wealthsimple’s offerings.
Build comprehensive resolution reports that capture and analyze key aspects of issue resolution processes. This role involves working closely with clients and internal teams to document and communicate the resolution of various issues effectively. These reports will include:
Timeline: A clear and concise timeline outlining all significant milestones from issue identification to resolution.
Resolution with Client: Document the resolution process, including interactions and agreements with the client.
Root Cause Analysis: Identify and articulate the underlying causes of the issue to prevent recurrence and improve future processes and inform product roadmaps
Collaborate with various stakeholders across functions to identify and address urgent issues, transform problems into solutions, and champion the client experience.
Engage with and manage our social communities (including platforms such as Reddit) to address client concerns and gather insights from these open community discussions.
Be ready and flexible to support formal complaints and provide assistance to various teams across the organization, including CXO Level 2, Gold Glove, and Private Clients, as needed
What does the ideal candidate look like:
Have a passion, curiosity, and enthusiasm for our products and services. You are constantly learning and using our products to refine your knowledge. You have a solid understanding of our operational processes.
Thrive in client-facing situations. At Wealthsimple, our clients always come first and you are an expert in de-escalation. You get energy from turning challenging client situations into memorable client experiences. You take the extra step to turn problem cases into recommendations for our team to drive improvements and raise the bar.
Resiliency is key because our journey will have its fair share of challenges to overcome. We are looking for people that see the world as glass half full and approach these challenges as opportunities to provide a better client experience
Flexibility. You are comfortable with change and able to pivot where needed. This is a new team and we are looking for someone who will grow with us
Set a high bar. This team services Wealthsimple’s most valuable clients and we are the best of the best. You pursue continuous improvement and seek regular feedback. In every task and interaction you have, you look to get 1% better, every time. You aim to improve and enhance every situation you encounter. You love to learn and invest in your development.
You excel at building connections and know exactly who to collaborate with to get things done. You reject the status quo and the word impossible is not in your vocabulary.
You keep your cool under pressure and handle challenges without taking them personally. You are comfortable having difficult conversations and understand that while the issues you're addressing aren't your fault, they are your responsibility to resolve.
Requirements:
Minimum 3 years of high net worth client facing experience
Have a proven track record of success in de escalation and client retention
CSC (or willing to complete as condition of role)
Nice to have (not necessary)
Bilingual with a fluency in French and English
Please note: This role may be occasionally required to flex outside of business hours to meet the needs of our clients. Through client demand, this team may expand to evening and weekend coverage.
Why Wealthsimple?
🤑 Competitive salary with top-tier health benefits and life insurance
📈 Long-term group savings with employer match using our Wealthsimple for Business platform
🌴 20 vacation days + 4 wellness days per year, and unlimited sick and mental health days
✈️ 90 days away program: Employees can work outside of Canada for up to 90 days per calendar year
👥 A wide variety of peer and company-led Employee Resources Groups (e.g., Rainbow, Women of Wealthsimple, Black @ WS)
🌎 We’re a remote first team with over 1,500 employees across North America - and one of the best things about working here is the people. You’ll be collaborating with incredibly talented, curious, and driven teammates who care deeply about doing great work.
Read our Culture Manual and learn more about how we work.
Technology & Innovation at Wealthsimple
We believe the future belongs to those who innovate boldly. At Wealthsimple, every team member is expected to lean into new technologies, including AI, and tooling to rethink how we work, solve problems faster, and create even greater value. We're looking for people who are not just comfortable with change but energized by it. Our commitment is to build a company that evolves at the pace of the world around us, and we want you to help lead that future.
DEI Statement
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.