Overnight Customer Experience Representative, Advanced Services
Core
Resolve complex customer issues related to options trading and margin, empower traders to learn, and provide feedback to enhance the product.
Role type
Senior Customer Experience Representative (Financial Services)
Builds
Customer support solutions for options and margin trading features
Domain
Fintech / Financial Markets
Deliverable
client delivery
Required skills
Options trading expertise, Margin trading expertise, Series 7 license, Series 63 license, Series 3 license, Series 4 license, Financial services customer support, Trade desk experience, CRM tools proficiency, Cross-functional collaboration, Escalation management
Preferred skills
Derivatives expertise, Risk management expertise
Technologies
Salesforce
Responsibilities
Support key initiatives to improve customer experience metrics (ASAT, QA), Identify and analyze customer issues to enhance satisfaction, Develop subject matter expertise in Options and Margin trading, Utilize customer insights and data analytics to identify trends, Contribute to internal knowledge bases and training content, Address escalated customer issues ensuring regulatory compliance, Provide customer support for Event Contracts upon obtaining Series 3 licensure
Seniority
Mid-Senior, hands-on IC
