Concierge Agent, 24/7 Coverage

Responsibilities

Customer Support

• Serve as the primary contact via phone, chat, and email during weekend and overnight hours.
• Assist with account management, including profile updates, beneficiaries, trading levels, access issues, and platform navigation across desktop, web, and mobile.
• Educate customers on platform features and order types without providing trading advice.
• Document all interactions in Salesforce.

Funding and Operations

• Support ACH and wire transfers, withdrawals, ACATs, and cryptocurrency transactions.
• Resolve delays and rejections with Banking.
• Handle overnight withdrawal requests and margin-deficit escalations.

Trading Support and Escalation

• Assist with inquiries about futures, futures options, 24-hour stocks, event contracts, and GTH index options.
• Handle order entry, trade status, and position questions; escalate execution disputes and complex matters.
• After licensing, independently resolve trade disputes and advise on risk exposure, margin, and position adjustments.

Risk Monitoring

• Flag unusual account activity, potential fraud, and overnight risk events, including news, earnings, and futures movements.
• After licensing, independently conduct risk callouts and discuss hedging and position adjustments with customers.

Shift Operations

• Triage urgent issues, produce shift handoff reports, and document incidents.
• Coordinate with Accounts, Banking, Tech Support, Compliance/Fraud, and Engineering teams.
• Contribute to process improvements.

Licensing and Training

• Complete sponsored FINRA licensing, including SIE, Series 7, Series 63, and Series 3, within 3–4 months.
• Shadow licensed representatives and participate in structured training.

Requirements

• 1–3 years of customer service experience; financial services experience is a plus.
• Willingness to commit to a Wednesday–Saturday or Thursday–Sunday weekend and overnight schedule for at least 2 years.
• Genuine interest in markets, trading, and derivatives.
• Strong communication skills, with the ability to be clear, patient, and empathetic across channels and under pressure.
• Sound judgment about when to escalate issues versus handle them independently.
• Comfort working with minimal supervision.
• Proficiency with Salesforce, Slack, Microsoft Teams, Microsoft Office, and Atlassian tools.
• Strong attention to detail and ability to multitask and learn proprietary platforms quickly.
• Trustworthy, adaptable, growth-minded, and service-oriented.

Compensation and Benefits

• Salary: $60,000, increasing to $65,000 if all required licenses are passed within the agreed timeframe.
• Discretionary performance bonus of 5–10% of base salary, based on individual and company performance.
• Performance bonuses.
• Stock purchase options.
• 401(k) plan.
• Medical, dental, and vision benefits.
• Continued education support.
• 20 paid vacation days, plus an additional paid vacation day during the month of your birthday.
• 10 paid sick days.
• Gym membership reimbursement.
• Commuter benefits.
• Pet insurance.
• Wellness and mental health programs.
• Charitable donation matching.
• Two paid volunteer days off.
• Daily catered lunch, office kitchen with snacks and beverages, in-building gym, and shuttle to and from Metra.