Concierge Agent 24/7 Coverage

Skills

About the Role

You will provide primary customer support by phone, chat, and email during weekend and overnight shifts. You will assist with account management, platform navigation, funding, withdrawals, crypto transactions, and trading questions. You will monitor risk, document incidents, coordinate escalations, produce handoff reports, and complete sponsored licensing while shadowing licensed representatives.

Requirements

• 1-3 years of customer service experience
• Financial services experience is a plus
• Willingness to work a Wednesday-Saturday or Thursday-Sunday weekend and overnight schedule for more than 2 years
• Interest in markets, trading, and derivatives
• Strong communication skills
• Sound judgment about escalation
• Ability to work with minimal supervision
• Salesforce proficiency
• Slack proficiency
• Microsoft Office proficiency
• Atlassian tools proficiency
• Ability to learn proprietary platforms quickly
• FINRA SIE, Series 7, 63, and 3 licensing will be sponsored

Responsibilities

• Serve as the primary customer contact by phone, chat, and email during weekend and overnight hours
• Assist with account management and platform navigation
• Educate customers on platform features and order types without providing trading advice
• Document customer interactions in Salesforce
• Support ACH and wire transfers, withdrawals, ACATs, and crypto transactions
• Resolve funding delays and rejections with Banking
• Handle overnight withdrawal requests and margin-deficit escalations
• Assist with futures, futures options, 24-hour stocks, event contracts, and GTH index options inquiries
• Handle order entry, trade status, and position questions
• Escalate execution disputes and complex matters
• Resolve trade disputes once licensed
• Discuss risk exposure, margin, and position adjustments once licensed
• Flag unusual account activity, potential fraud, and overnight risk events
• Triage urgent issues
• Produce shift handoff reports
• Document incidents
• Coordinate with Accounts, Banking, Tech Support, Compliance/Fraud, and Engineering
• Contribute to process improvements
• Complete sponsored FINRA licensing within 3-4 months
• Shadow licensed representatives
• Participate in structured training

Benefits

• Performance bonuses
• Stock purchase options
• 401k plan
• Medical, dental, and vision benefits
• Continued education support
• 20 paid vacation days
• Additional paid vacation day during the month of the employee's 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 when in the office
• Snacks and beverages
• In-building gym
• Shuttle to and from Metra