Concierge Support Specialist
Job Description
Wealthsimple’s Concierge team is our version of Private Banking for the digital age. As a Specialist, you are the single point of contact for our Wealth Management clients. You don’t just "answer tickets"—you manage relationships. You will act as the bridge between the client and our various internal teams, ensuring that our highest-value members feel they have a personal advocate inside the building while acting as a strategic partner to our Wealth Advisors to ensure our Wealth Management clients receive a world-class experience.
What We’re Looking For:
The "White-Glove" Mindset: You understand that for a Wealth Management client, "fast" isn't enough—it has to be "right" and "proactive." You anticipate needs before the client asks.Investment-Savvy Communicator: You can explain complex concepts—like why a trade settled a certain way or how a specific promotion works—in a way that is sophisticated yet simple.Radical Accountability: If a client has an issue, you own it. You don't "pass the buck" to another department; you coordinate with them and stay as the client’s main contact until the finish line.Bias for Urgency: You treat a Wealth Management client’s request with the gravity it deserves.Grace Under Pressure:Wealth Management clients can have high expectations. You remain calm, empathetic, and professional even when navigating sensitive financial frustrations.What You’ll Bring: Requirements
Elite Client Service Experience: 2–4 years in a high-touch, relationship-based role. This could be from Private Banking, Luxury Hospitality, or a "Customer Success" role managing a book of business.Financial Market Literacy: A strong grasp of investment products, market trends, and account types (Registered, Non-Registered, Corporate). You can talk to a millionaire about their portfolio without sounding scripted.Case Management Excellence: Experience managing a personal "queue" of long-term requests. You are comfortable moving a client's request from "In Progress" to "Resolved" across several days, providing constant updates.Omnichannel Professionalism: Mastery of phone, video, and written communication. You can pivot from a friendly check-in call to a detailed email explaining a complex transfer document.Collaborative DNA: Experience working with internal stakeholders (like Sales or Compliance) to solve a client's problem behind the scenes.