Agent, Client Experience - REMOTE (Weekends - 40hr/week)

Role overview

Provide high-quality client support for a digital financial services platform during a six-month contract with potential extension or conversion based on business needs and performance. You will explain investing, trading, and personal finance topics in accessible language, resolve complex account or transaction issues, and help improve the systems and processes behind the client experience. The role is fully remote within Canada and follows a fixed Wednesday-to-Sunday schedule.

Responsibilities

- Support clients through written and verbal channels, translating complex financial concepts into clear, practical guidance. - Take ownership of issues from initial contact through resolution, including transfers, account concerns, and operational problems. - Work across multiple financial platforms and internal tools while maintaining accurate, efficient service. - Collaborate with product and operations teams to identify recurring problems and suggest improvements. - Investigate issues affecting the client journey and communicate useful front-line insights to partner teams. - Maintain resilience and adaptability while working in a high-volume, fast-changing environment.

Requirements

- 1–2 years of high-volume customer service experience in retail, hospitality, banking, technology support, or a comparable setting. - Genuine interest in personal finance and investing; familiarity with registered savings or investment accounts is helpful. - Strong written and verbal English communication skills; French-English bilingual ability is an advantage. - Comfort managing multiple browser tabs, communication tools, and workflows simultaneously. - Ability to learn new platforms quickly and use efficient digital work habits. - Adaptability and reliability for rotating shifts within the assigned Wednesday-to-Sunday schedule.

Benefits and work setup

- Remote work from Canada, with 40 hours guaranteed each week. - Four weeks of weekday training, scheduled from 9:00 a.m. to 5:00 p.m., before moving to the regular schedule. - Regular shifts are eight hours, rotating between 8:00 a.m. and 8:30 p.m. - Compensation listed at $25 per hour for English speakers and $26.50 per hour for English-French bilingual workers. - Paid time off, wellness and sick days, mental health support, health coverage, life insurance, and a home-office stipend. - Group savings opportunities, partner discounts, and the ability to work outside Canada for up to 90 days per year, subject to applicable arrangements.