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HK - Client Services Executive

Permanent employee, Full-time · Hong Kong
About the role
Do you have a customer-oriented mission to serve? Do you like being at the front line and being the ambassador of the company? Does conversing with and helping others energise you? Are you a quick learner with exceptional remarkable skills and astute intuition? Does StashAway's mission to redefine investing and empower our customers to build their long-term wealth resonate with you? WE WANT YOU.

We are looking for eloquent and dedicated Client Services Executives to join our team, to play a key role in shaping our customers' experience with StashAway.

You believe that happy customers are crucial to a business' success, and want to create a wonderful experience for each of StashAway's customers. Being quick-witted, friendly and solution-oriented with customers and colleagues should be second nature to you. You will look for ways to constantly improve processes.

Responsibilities:
  • Respond in a timely manner to clients' queries and requests.
  • Provide adequate and effective support by diligently investigating the problems and assuring customers with comprehensive solutions.
  • Provide technical support for client on-boarding.
  • Deliver above-and-beyond client experiences through WhatsApp, phone, email and Facebook.
  • Find innovative ways to continuously improve existing processes and customer experience.
  • Act as the internal voice of the customer, offer insights to the Product and Investment teams to build a better product.
  • Facilitate open and direct communication when working with multiple teams to find rapid resolutions.
  • Partner closely with the Operations team in resolving client query tickets.
  • Assist with the planning and execution of StashAway Academy events.
Requirements
  • Open only to Hong Kong Citizens or Permanent Residents.
  • Exceptional communication skills in Cantonese and English; Chinese will be an added advantage.
  • Enjoys and able to build rapport with customers and colleagues.
  • Able to multi-task and take responsibility in challenging situations.
  • Interest in understanding the financial markets and taking SFC licensing examinations.
  • Meticulous attention to detail and organisational skills; able to juggle multiple priorities.
  • Tenacious problem-solving mindset with strong follow-through and ownership.
  • Technically savvy, specifically the ability to navigate multiple complex systems simultaneously to respond to customer inquiries.
  • True team mentality committed to learning from and teaching others.
  • Demonstrated ability to establish and improve upon processes.
  • Ability to learn quickly and problem solve on the fly with limited guidance.
    • We have an annual Learning & Development budget of S$1,000/year for you to take charge of your upskilling and learning!
  • 0-2 years of relevant experience; fresh graduates may apply.

Benefits
Benefits
Employee physical and financial well-being
  • Compensation package; a competitive total compensation package with Employee Stock Options included for all full-time employees
  • Extensive Hospitalisation and Surgical Insurance coverage.
  • Management Fee Discount; all employees investing with us will receive discounts on asset management fees
Flexible work arrangements and policies
  • Work-from-home policy; every employee may work from home or the office depending on what works best for their team and themselves.
  • Work-from-anywhere policy; employees can request to work remotely for up to eight weeks in another country
  • Unlimited paid annual leave; it should be simple for employees to decide for themselves if they would like to take more or fewer days off. We trust that employees are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.
  • Personal work equipment budget; to help employees set up their optimal workstation wherever you are.
Learning and development opportunities
  • Annual L&D budget; every full-time employee is given SGD 1000 (approximately HKD 5785) to help them further develop their skills or purchase tools that can help them be more productive in their work.
Team bonding budget and initiatives
  • Quarterly team bonding budget per pax (depending on COVID restrictions)
  • Bi-annual off-sites (once in Apr and Oct): a full day of team bonding activities and challenges. 
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About us
What We Do
StashAway is the faster way to reach your financial goals. As a digital wealth management platform, we design personalised portfolios and monthly investment plans based on your unique characteristics, and manage your portfolio with highly advanced investment strategies.

The company was founded in Singapore in 2016 with the ambition of expanding to other fast-growing Asia Pacific markets since 2018.

StashAway is led by its three founders, Michele Ferrario, former CEO of ZALORA Group; Freddy Lim, former Global Head of Derivatives Strategy of Nomura; and Nino Ulsamer, founder of several technology companies around the world.

Why We Do 
We deliver sophisticated, personalized advice at a fraction of the cost of existing, basic solutions. Our advanced technology enables us to deliver to each investor a sophisticated investment strategy that was once only available to institutions and high net-worth individuals.

Traditional investment products charge between 1.25% and 5% in annual fees. At 0.2% to 0.8% in annual management fees, StashAway offers a convenient, digital user experience with personalised portfolios with no minimum balance, no restrictions for withdrawals, and real-person client service. We encourage individuals of all net worths with portfolios of any size to build their wealth.

Who We Are

Supported by prominent advisors, the StashAway team is committed to providing investment advice and client experience of the highest quality. Our team is made up of top-tier developers, designers, fund managers, creatives, and managers with diverse backgrounds from all over the world – currently representing Australia, Belarus, China, Denmark, France, Germany, Hong Kong, India, Indonesia, Italy, Japan, Malaysia, Poland, Russia, Singapore, Sri Lanka, Syria, Thailand, the United Kingdom, the United States, Vietnam, and Zimbabwe.

In April 2021, StashAway raised US$25M through a Series D round led by Sequoia Capital India, with participation from returning investors Eight Roads Ventures and Square Peg.

We write our own rules, and do whatever it takes to build a substantial, meaningful product and service. We work hard, don’t cut corners, and love bonding over (lots of) food.

With regards to our culture, we want StashAway to (i) have a rewarding, diverse, radically candid and cooperative growth environment; (ii) where people work hard, take responsibilities and grow as individuals and as a team; (iii) embrace an open-minded meritocracy, and (iv) are ethical and compliant.
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Your application
Thank you for considering a career at StashAway. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to jointheteam@stashaway.com.

*** Applications without the required documents submitted will be regarded as incomplete ***

Required Documents

  • Résumé or Curriculum Vitae
  • Cover letter

Optional Documents
  • Portfolio (if applicable)
  • Educational transcript
  • Reference letter

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