Team Lead Client Experience Risk | Wealthsimple | $70k-$110k | Remote (CA)

Team Lead Client Experience Risk | Wealthsimple | $70k-$110k | Remote (CA)

70,000 - 110,000 / year
Remote Canada
Application ends: July 9, 2024
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Job Description

Highlights of the Job Offer

  • Position and Company: Team Lead, Client Experience Risk at Wealthsimple.
  • Salary Range: $70,000 – $110,000.
  • Remote Flexibility: Entirely remote within Canada.
  • Role Importance: Key role connecting the Client Experience team with the Security team to enhance online safety for clients.
  • Responsibilities: Oversee performance and development of 10-15 Client Experience Associates (CXAs); lead quality assurance, client escalations, and cross-functional collaboration.
  • Skills and Experience: Requires 3 years of leadership experience, strong analytical skills, understanding of fraud and risk management, and ability to navigate client risk scenarios.
  • Additional Requirements: Proven track record of coaching team members and handling client escalations.
  • Preferred Qualifications: Bilingual in French and English; CSC designation.
  • Company Benefits: Competitive salary, retirement savings match, 20 vacation days, international work flexibility up to 90 days per year, employee resource groups, and various insurance and wellness programs.
  • Cultural Fit: Looks for candidates who value diversity, inclusion, and are ready to contribute to a team that emphasizes innovation and client focus.

Job Offer Details

Your career is an investment that grows over time!

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 $30 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.

About the role As a Team Lead on the Risk team, you will lead the team that facilitates a safer online experience for our clients and platform. This role is pivotal in connecting Wealthsimple’s Client Experience team with our Security team.

In this role, you’ll:

  • Be accountable for a group of CXAs (10-15) performance and monitoring (input and output metrics).a. Input Metrics: adherence, handle time, missed pings (live services), resourcefulness b. Output Metrics; First Response Time, Resolution Time, CSAT, QA, Solves/Hour c. Intraday channel optimization
  • Lead employee development/coaching/mentoring.a. Weekly 1:1  b. Monthly Grow  c. Quarterly Performance Review 
  • Actively get your hands dirty and engage directly with clients by assisting CXAs with challenging cases or through escalations.
  • Set a high quality bar through consistent QA evaluations and provide timely feedback to individuals and team.
  • Be an active participant in evolving the team.
  • Develop a broad knowledge of Wealthsimple products and services. To ensure we can effectively drive the best outcomes for our most valuable clients, you must have the ability to effectively work with cross-functional stakeholders to get things done.

What does the ideal candidate look like?

  • Possess a passion, curiosity, and energy for our products and services. You are constantly learning and using our products to refine your knowledge.
  • You are a natural coach! You are at your best when you are helping those around you be successful and you have a proven track record of success! This goes beyond just teaching your colleagues best practices, it includes assisting in development plans that help achieve your colleagues’ career goals.
  • Accountable to results. You are on top of your team’s performance (daily) and provide congratulations when earned and step in to help course correct when things are off.
  • 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.
  • 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.
  • Understand our principle of debate and commit – you feel comfortable defending your position and will focus on executing a decision after it has been made.
  • Set a high bar. This team services Wealthsimple’s most valuable clients and we are the best of the best.

Core capabilities:

  • A general understanding of fraud, AML prevention, cybersecurity, and risk management best practices is crucial for effectively guiding the team in identifying and addressing security and regulatory threats during client interactions.
  • Strong analytical skills, meticulous attention to detail, and a proactive mindset are essential for identifying patterns and anomalies that may signal potential threats or more extensive incidents when reviewing team interactions or clients’ transactions and activity logs.
  • A problem-solving mindset is essential for identifying gaps and opportunities to improve our processes, efficiency, and resolution times, and ultimately create better client experiences in complex and challenging ticket drivers.
  • Exceptional communication skills are crucial for liaising with clients during escalations, with internal teams (Fraud, Security, AML, Compliance, etc.), law enforcement, and other stakeholders, while prioritizing the client experience, trust, and confidentiality.
  • A robust ability to inspire and lead the team through change management is key, as they navigate high-pressure interactions and must adhere to strict compliance and ethical standards to protect both clients and the organization.

Requirements:

  • 3 years of people leadership experience.
  • Proven track record of success (can be backed up with measurable results).
  • Experience owning client escalations.
  • Coaching someone to the next level in their career.
  • Experience navigating client interactions that involve risk or fraud.

Nice to haves (but not necessary):

  • Bilingual with a fluency in French and English.
  • CSC designation.

Why Wealthsimple? 🤑 Competitive Salary 📈 Retirement savings matching plan using Wealthsimple Work 🌴 20 vacation days per year 🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year  🌎 A wide variety of peer and company-led employee resource groups (ie. Rainbow, Women of Wealthsimple, Black @ WS) Employee Resource Groups   💖 Company-wide wellness days off scheduled throughout the year

We’re a remote-first team, with over 1000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!

Read our Culture Manual and learn more about how we work.

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.

Benefits

💰 401(k)

🌎 Distributed team

⏰ Async

🤓 Vision insurance

🦷 Dental insurance

🚑 Medical insurance

🏖 Unlimited vacation

🏖 Paid time off

📆 4 day workweek

💰 401k matching

🏔 Company retreats

🏬 Coworking budget

📚 Learning budget

💪 Free gym membership

🧘 Mental wellness budget

🖥 Home office budget

🥧 Pay in crypto

🥸 Pseudonymous

💰 Profit sharing

💰 Equity compensation

⬜️ No whiteboard interview

👀 No monitoring system

🚫 No politics at work

🎅 We hire old (and young)

Location

Canada