Support key initiatives aimed at improving customer experience metrics (ASAT, QA) by collaborating with cross-functional teams.
Identify and analyze customer issues, providing thorough and effective solutions to enhance customer satisfaction.
Develop subject matter expertise in areas such as Options and Margin trading to effectively handle and resolve technical customer queries.
Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.
Address escalated customer issues, ensuring swift resolution while balancing business integrity and regulatory compliance.
Engage in continuous learning and actively participate in team-driven process improvements.
What you bring
2+ years of customer experience within financial services, including at least 1 year working in an active trader role or on a trade desk.
Active Series 7 & 63
Bonus is you have series 3 &4
Demonstrated ability to collaborate with cross-functional teams (Product, Compliance, Engineering) to enhance product functionality and customer satisfaction.
Proven track record of effectively handling escalated customers and successfully de-escalating them
Familiarity with support platforms and CRM tools (e.g. Salesforce)
Enthusiasm for financial markets, trading platforms, and fintech innovations.
