Social and High Risk Response Specialist

Social And High Risk Response Specialist

Our clients are at the centre of everything we do at Wealthsimple. As a Social And High Risk Response 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 remote (Toronto office engagement encouraged) working from 9AM to 5 PM ET, Monday to Friday.

In This Role You'll Have The Opportunity To :

• Build comprehensive client sentiment and social trend reports that capture and analyze key aspects of escalation root cause and trends. This role involves working closely with clients and internal teams to document and communicate the resolution of various issues effectively.
• 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.
• Collaborate with our Marketing and Communications team where needed in relation to the Client Experience. Use social media expertise and sentiment reports to advocate for the Client experience cross-functionally.
• Leverage strong internal and external writing skills to resolve sensitive cases, develop training and templated support to the CXO and process documentation.
• Be ready and flexible to help support with client escalations including public facing social escalations, executive and high risk escalations and formal complaints.

Skills You'll Bring :

Requirements

Nice To Haves :

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.