Trade Desk Representative, 24/7 Coverage

What you'll do

Trading Support & Execution

• Provide support for all 24-hour and weekend-eligible instruments, including outright futures, futures options, 24-hour stock trading, event contracts, GTH broad-based index options, and more.
• Resolve trade disputes, execution errors, and order entry issues during weekend/overnight sessions.
• Analyze customer positions and understand potential risk.
• Work with customers to identify needs as self-directed investors and provide timely solutions, especially during risk events.
• Provide friendly, accurate, and efficient support via phone, email, or chat.

Risk Monitoring & Customer Protection

• Monitor customer account risk exposures during weekend and overnight sessions on all supported products, identifying accounts approaching or exceeding margin requirements.
• Perform proactive callouts to customers with excessive risk from overnight events (news, economic data, geopolitical developments, futures moves).
• Assist customers with managing excessive risk, discussing position adjustments, hedging, or risk reduction.
• Conduct real-time firm risk surveillance, monitoring for concentrated positions, unusual activity, or systemic risk.
• Escalate critical risk situations to the Margin and Risk team with analysis and recommendations.
• Track and report unusual trading activity, account movements, or potential fraud.
• Monitor overnight futures market volatility and liquidity.

Platform Support & Technical Assistance

• Assist with account management (deposits, withdrawals, crypto transfers, settings).
• Provide guidance on platform functionality (desktop, web, mobile).
• Troubleshoot order entry, connectivity, and technical issues.
• Educate customers on 24-hour instruments, margin, and risk management.
• Escalate technical issues to Engineering or Technical Support with documentation.

Operations & Incident Management

• Serve as primary contact for urgent customer issues during overnight/early morning.
• Triage cases and coordinate with day-shift Margin & Risk teams, providing transition reports.
• Document incidents, escalations, and issues for follow-up.
• Provide detailed shift handoff reports on trading activity, risk events, and action items.
• Contribute to improvement of overnight procedures and workflows.
• Monitor system performance and coordinate with Technology on issues.

Cross-Functional Collaboration

• Collaborate with Margin and Risk on customer events.
• Coordinate with Compliance/Fraud on surveillance alerts.
• Work with Banking on funding, wires, or withdrawals for margin deficits.
• Review, approve, and reject crypto wallets; process crypto deposits/withdrawals.
• Partner with Engineering to report bugs or enhancements.

Independent Decision-Making & Problem Solving

• Work independently with minimal supervision during overnight hours.
• Make sound decisions on requests, risk, and operations using policies and judgment.
• Exercise discretion on escalation.
• Manage high-stress situations calmly.

Who you are

Experience & Credentials

• FINRA SIE, Series 7, 63, and 3 Certified.
• 3-5 years in high-volume customer service, trading operations, or trade desk role.
• 3-5 years hands-on experience with options, futures, and futures options trading.
• Overnight or off-hours trading experience is a plus.
• Proven independent work in fast-paced environments.
• Commitment to minimum one year in overnight shift.

Product & Trading Knowledge

• Deep understanding of futures and futures options mechanics, pricing, market structure.
• Strong knowledge of options pricing models and Greeks.
• Experience with exchange-traded derivatives (equity index, commodities, rates, currencies).
• Familiarity with extended hours stock trading.
• Understanding of Regulation T and portfolio margin.
• Knowledge of futures specifications, margin, settlement, SPAN methodologies.

Risk Management Expertise

• Strong risk management; identify/assess exposures using Sentinel screener.
• Experience with customer risk callouts and discussing adjustments in high-stress.
• Understanding of margin calculations, liquidation, portfolio metrics.
• Analyze overnight risk events and impacts.
• Familiarity with firm surveillance and unusual activity detection.

Communication & Interpersonal Skills

• Strong interpersonal skills to build rapport.
• Excellent written/verbal communication across channels.
• Explain complex concepts clearly.
• Diplomatic with difficult messages.
• Strong documentation skills.