Finance CX Escalations Specialist - In-Office

United States Digital Space LLC; Denver (CO); On-site; USD 80,518,000 - 94,558,000; Full time

Benefits offered by this job

Health insurance

Lifestyle wallet

Life & disability insurance

Fertility benefits

Mental health benefits

Paid time off

Catered meals

Job summary

United States Digital Space LLC in Denver seeks a Customer Experience Escalations Specialist to investigate and resolve sensitive customer cases with advanced problem-solving and cross-functional collaboration.

You'll work with Compliance, Legal, and leadership to provide case summaries and risk assessments, handling high-visibility escalations from social platforms while protecting the customer experience and brand.

Qualifications

• FINRA Series 7 and 63 licenses required.
• 1-4 years of customer support or service experience in financial services.
• FINRA Series 3 and 66 to obtain.
• Strong analytical and investigative skills with the ability to resolve complex issues independently.
• Experience managing highly escalated or sensitive customer situations.
• Strong ownership, judgment, and ability to adapt to changing priorities.
• Exceptional written and verbal communication skills, with the ability to clearly explain complex issues, deliver thoughtful updates, and engage professionally with customers, executives, and cross-functional partners.

Responsibilities

• Resolve customer escalations across support channels.
• Investigate and resolve complex customer issues, including cases escalated by leadership, regulatory bodies, or high-profile customers.
• Partner with Compliance, Legal, and senior leadership to provide case summaries, risk assessments, and resolution outcomes.
• Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements.
• De-escalate sensitive customer situations while maintaining a high standard of professionalism and empathy.
• Manage and resolve high-visibility customer cases originating from social media and public platforms, ensuring timely responses, thoughtful engagement, and coordinated resolutions that protect the customer experience and the company’s brand.

Skills

FINRA Series 7 & 63 licenses

FINRA Series 3 & 66 to obtain

Customer support experience

Analytical skills

Escalation management

Communication skills

Ownership & judgment

Job description

United States Digital Space LLC in Denver seeks a Customer Experience Escalations Specialist to investigate and resolve sensitive customer cases with advanced problem-solving and cross-functional collaboration.

You'll work with Compliance, Legal, and leadership to provide case summaries and risk assessments, handling high-visibility escalations from social platforms while protecting the customer experience and brand.