Overview

Job Description Job Description Thank you for your interest in Etech,As the next step in the interview process, please complete our Situational Judgment Assessment (SJA) online using the link below:You do not need to come onsite to complete the assessment.Important: Once you begin the assessment, you must complete it in one sitting. Please make sure you are in a quiet location with a stable internet connection and have enough uninterrupted time to finish. Do not close the assessment, navigate away from the page, or attempt to restart it once you have begun.Once you have completed the SJA, simply reply to this message letting us know it's complete. Senior Customer Experience Specialist - Trust & Safety $20/Hour Chat & Email OnlyAre you an experienced Customer Experience, Trust & Safety, Fraud, Risk, or Financial Services professional who knows how to handle sensitive customer situations, identify potential risk, and make sound decisions in a fast-paced environment?We're looking for a Senior Customer Experience Specialist to join a specialized team supporting a leading prediction platform. This role goes beyond traditional customer service. You'll help customers through complex situations while also identifying potential Trust & Safety, fraud, risk, and compliance concerns.This is an excellent opportunity for professionals with experience in financial services, banking, brokerage, fintech, fraud prevention, risk operations, Trust & Safety, escalations, or high-level customer support.This is a chat and email role - NO PHONE CALLS.What You'll DoProvide exceptional customer support through chat and emailHandle complex, sensitive, and escalated customer issuesEvaluate situations and use sound judgment when information is incomplete or circumstances are unusualIdentify potential fraud, Trust & Safety, risk, compliance, or account security concernsFollow established procedures for investigating and escalating high-risk situationsProtect customer information and maintain strict confidentialityBalance customer advocacy with platform safety, policies, and business requirementsReview customer interactions and identify opportunities to improve quality and consistencyServe as a resource and subject-matter expert for other Customer Experience SpecialistsCoach and guide teammates through challenging customer situationsDocument customer interactions and investigations accuratelyPartner with leadership and internal teams when additional investigation or escalation is requiredAdapt quickly to changes in products, policies, events, and customer needsWhat We're Looking ForWe're looking for someone with strong judgment and experience handling risk-sensitive customer situations.The ideal candidate will have experience in one or more of the following:Trust & SafetyFraud prevention or fraud investigationsRisk operationsFinancial servicesBankingBrokerage or investment servicesFintechComplianceAccount securityEscalationsSenior-level customer supportCustomer experience leadershipExperience supporting customers in environments such as banking, financial services, brokerage, fintech, or other risk-sensitive industries is highly valued.You'll Be Successful If You:Have strong written communication skillsCan communicate clearly and professionally through chat and emailHave excellent grammar, spelling, and attention to detailCan recognize potential fraud, risk, safety, or compliance concernsKnow when to resolve an issue and when to escalate itCan make objective decisions while following established policiesRemain calm and professional when dealing with frustrated or escalated customersUnderstand the importance of customer privacy and confidential informationCan investigate problems and identify appropriate next stepsHave experience coaching, mentoring, or supporting other customer service professionalsLearn new systems, products, and policies quicklyCan work independently while contributing to a team environmentTrust & Safety Is a Key Part of This RoleThis pos