Associate, Account Security & Risk Client Experience

Your career is an investment that grows over time!

Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 4 million users who trust us with more than $50 billion in assets.

Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.

The Account Security & Risk Client Experience Team at Wealthsimple is the vital front line between our clients and the Fraud Investigations team. As part of our dynamic Security & Risk CXO Group, this team is integral to safeguarding client accounts and maintaining the central trust of Wealthsimple’s services.

This is an exciting and fast-paced environment where team members thrive on managing high-risk situations and client escalations with urgency and empathy. If you’re passionate about security and client satisfaction and want to be part of a team at the forefront of fraud prevention and detection, this is the place for you. Join us in making a tangible impact every day while enjoying the camaraderie and support of driven and dedicated colleagues.

In this role you will:

• Deliver Exceptional Client Experiences: Serve as a crucial point of contact for clients, managing both challenging escalations and everyday queries with empathy. Your role is vital in transforming a client's tough day into a positive experience
• Work on Investigations: Support detailed investigations into suspected financial crime through information gathering and collaboration with clients and internal teams. Communicate directly with clients to resolve cases, using critical thinking and pattern detection to uncover fraudulent activities
• Utilize Tools and Enhance Operations: Use our internal systems to gather information and collaborate with internal stakeholders.
• Achieve Targets and Adapt to Schedules: Engage with numerous clients daily, consistently meeting volume goals while providing high-quality support. Be flexible with your schedule to meet client needs, including early, late, or weekend shifts
  
  
  

We are looking for people who:

• Experience and Expertise: At least 1 year of experience in financial services, ideally bringing experience with fraud and/or credit card disputes. You should have a solid understanding of financial fraud mechanisms and be ready to apply this knowledge strategically
• Attention to Detail and Strategic Thinking: Your keen eye for detail and ability to think strategically will be invaluable in navigating complex situations
• Resourcefulness in a Fast-Paced Environment: You thrive in dynamic settings, showing persistence and adaptability no matter the challenge
• Communication and Analytical Skills: Excellent communication skills, both written and verbal, paired with strong analytical abilities and an eye for detail, are essential
• Collaboration and People Skills: Your positive attitude and excellent interpersonal skills will help you effectively interact with hundreds of clients daily through various channels, including phone, email, and presentations
• Proactivity and Ownership: You are proactive and solutions-driven, taking initiative and ownership of your work. You seek help and input when needed, always aiming for the best outcomes
• Curiosity and Growth Mindset: With a natural curiosity and a growth mindset, you approach all situations ready to learn and establish yourself as an expert in the critical areas of your role
• Asset; Bilingual Proficiency: Strong written and verbal communication skills in French and English are considered an asset, enabling you to effectively connect with a diverse client base
  
  
  

PLEASE SUBMIT YOUR APPLICATION BY DECEMBER 9TH TO BE CONSIDERED FOR OUR JANUARY START DATE.

Why Wealthsimple?

Competitive salary

Retirement savings matching plan using Wealthsimple Work

Generous PTO offerings

A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)

We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!

Read our Culture Manual and learn more about how we work.

DEI Statement

At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

Accessibility Statement

Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.