
Client Management Associate
4 days ago
Overview:
Members of the ORM Team provide customer support to clients interacting with the brand via online channels and analyze customer trends to provide feedback to relevant internal teams. ORM is also responsible for devising and implementing strategies focused on improving online ratings and reputation for the brand.
**Responsibilities**:
- Monitor all social channels - particularly product review sites - for any spikes in conversations related to the brand.
- Ensure that all online messages and reviews are responded to within an appropriate amount of time, and sufficient assistance is provided to clients where possible.
- Troubleshoot any user issues and escalate them to internal teams when needed
- Respond/engage with any online discussions, comments, or questions related to the brand. Where relevant, engage in online discussions pertaining to financial markets, trading, economics, or the industry.
- Keep track of trending topics and provide insights to other teams to help improve the business.
- Collaborate with internal teams to create strategies to drive ratings and reviews on Trustpilot, App Store, TradingView, and any other relevant online/social media platforms.
Qualifications:
- Team-oridented and collaborative approach with ability to work across multiple business units and departments
- Solid writing skills and ability to provide quick turnaround
- 3+ years experience in social media and/or customer service/customer support type role: financial services and/or B2B preferred
- Knowledge of social media and online review platforms and familiarity with community forums
- Knowledge of trading and retail consumer financial services a plus
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