Senior Customer Support Specialist

WHO WE ARE Apex Fintech Solutions (Apex) powers innovation and the future of digital wealth management by building tech-forward solutions that help simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech software enables us to support clients such as Stash, Betterment, SoFi, Webull, and eToro, amongst many others; collectively, Apex powers access to the stock market for over 22+ million end customers. At Apex, we are changing how the securities industry operates by reinventing the status quo, which was manual, slow, and accessible only by the ultra-wealthy. We're digitizing and democratizing systems so that everyone has an opportunity to invest. When you're at Apex, you drive this change. You're part of a global team with a clear vision: to be the trusted technology that powers the digital economy. Our offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila are home to over 1,000 employees. Together, we’re shaping the future of financial innovation. Embrace change. Solve big. Win together. And be G.R.E.A.T. — grit, results, empathy, accountability, and teamwork — with Apex. We’re proud to be recognized for the innovative work we do, the purpose-driven nature of our work, and the collaborative culture we’ve created. ABOUT THIS ROLE The Senior Customer Support Specialist plays an essential role in ensuring the efficient delivery of services and operational processes to internal and external stakeholders. This position focuses on maintaining day-to-day processing requirements to ensure operational continuity. The individual will analyze workflows, identify inefficiencies, and implement process improvements, all while supporting business goals and enhancing the overall customer experience. By bridging operational insights with actionable solutions, this role directly contributes to the organization's success. Key Responsibilities Day-to-Day Processing and Operational Support: Challenge and improve existing processes and systems to enhance service delivery, reduce inefficiencies, and automate manual procedures. Data Analysis and Reporting: Collect, analyze, and interpret operational data to generate insights into client satisfaction and operational efficiencies. Prepare reports for internal stakeholders that highlight trends, performance benchmarks, and areas for improvement. Strategic Contributions: Engage actively in strategic initiatives and cross-company projects that influence the firm’s service offerings and client satisfaction. Escalate critical matters to leadership when required. Communication and Support: Provide responsive and insightful support to clients via telephone and electronic communications. Address and resolve client issues efficiently, maintaining high standards of professionalism. Team Collaboration: Work closely with team members and other departments to ensure timely and accurate resolution of processing-related challenges. Share insights and strategies that can enhance overall team performance and client service. Education and Experience Bachelor’s Degree in Finance, Business Administration, or a related field. 1 year of experience in the financial services industry, particularly in a client-facing role. Preferred Qualifications Licensing: Current possession of a FINRA Series 7 license or ability to obtain a FINRA Series 7 within 120 days of hire date. Skills and Expertise: Strong understanding of financial markets and products, excellent analytical skills, and demonstrated ability to manage complex client relationships. Knowledge, Skills, and Abilities: Interpersonal Skills: Exceptional ability to develop relationships and communicate effectively with clients and colleagues of all levels. Problem-Solving: Proactive in identifying issues and generating innovative solutions to enhance client satisfaction and operational efficiency. Stress Management: Capable of performing well in high-pressure situations, maintaining composure and client focus. Organizational Skills: Highly organized with an aptitude for managing multiple priorities simultaneously and meeting tight deadlines. Technology Proficiency: Competent with Microsoft Office applications, especially Word, Excel, and Outlook, and able to adapt to new software and systems quickly. Experience with AI is preferred. Our Rewards Healthcare benefits (medical, dental and vision, EAP) Competitive PTO 401k match Parental leave HSA contribution match Paid subscription to the Calm app Generous external learning and tuition reimbursement benefits At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices. Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process. Help us in our mission to democratize finance. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. At Apex, we stand for efficiency and transparency. In every office, you’ll find passionate, committed, dedicated teams driven to find smart solutions to solve our clients’ toughest challenges. We are passionate about our employees, providing the benefits and perks that elevate you, reward you, and help you give back. We provide great flexibility, a collaborative, open work space, and real potential to grow with the firm.

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