About the Role
What you’ll do
Lead 12-15 licensed Concierge Desk team members to produce outstanding results and improve their own skills
Develop agents to become proficient in value-added conversations and proactive up-selling via outreach
Coach and mentor your team, assisting in their professional development and helping them achieve top asset growth metrics and high quality standards
Provide service in a live-support, proactive outreach environment
Cultivate a culture of professionalism, customer advocacy, personal development, and regulatory compliance on your team and beyond
Serve as a trusted point of contact for our most teams assisting our most active traders. This role team assists the most sophisticated subject areas of our operations: Options trading, Margin, Equities trading, and Day Trade regulations, as well as general account servicing needs
Interact frequently with our Middle-Office, Back-Office, Risk, and Compliance teams
Work with your team to recognize patterns of customer inquiries so that the underlying issue can be documented and eliminated by our engineering teams
Leverage problem solving skills to assist the team in identifying and creating unique solutions for customers
Handle customer issues and escalation from your team
Leverage good business acumen and judgment to assist in negotiations and earning business
What you bring
FINRA Series 7, 63 and 24 or 9/10 Licenses
Bachelor’s Degree from an accredited institution
4+ years experience in customer-facing operations, either at a respected mid-stage startup or a retail broker-dealer
4+ years experience managing customer-facing teams, preferably with a sales and/or advisory work
Strong management toolkit with a reputation for leaving thriving employees in your wake
Principled integrity and strong dedication to professionalism
Experience in a high-paced proactive environment
Strong understanding of customer profitability to help craft unique solutions