Customer Experience Representative, Derivatives Specialist

2 weeks ago


Little Ferry, New Jersey, United States Swooped Full time
About Swooped

Swooped is a leading fintech company that's revolutionizing the financial industry by making markets accessible to all. Our mission is to create a financial system that's inclusive and equitable for everyone.

Job Summary

We're seeking an experienced Customer Experience Representative to join our Advanced Services team. As a key member of our team, you'll be responsible for providing exceptional support to customers on complex topics such as margin, options, and futures.

Key Responsibilities
  • Leverage deep product- and subject-matter expertise to resolve customer issues and questions involving options, margin, and futures outrights.
  • Uncover potential customer or firm risk and communicate that to customers articulately.
  • Utilize internal tools, including Salesforce and Twilio, to respond to customers in all areas of Options, Futures, and Margin.
  • Leverage knowledge of the company app, web, and futures products to assist customers as they navigate the new products and require clear explanations for technical inquiries.
  • Utilize brokerage acumen and risk management understanding to place closing trades for customers when necessary.
  • Research current/future market events and discuss with customers from a theoretical perspective without providing investment advice.
Requirements
  • Active FINRA Series 7, 63, and NFA Series 3 required
  • Bachelor's degree, plus if in finance
  • Minimum 2 years in professional trade desk experience
  • Demonstrated results supporting customers in advanced services
  • Ability to break down positions in futures and options
  • Assess risk and know how to mitigate when needed
  • Excellent interpersonal and communication skills
  • Ability to make excellent quick decisions under pressure
  • Ability to communicate effectively and de-escalate situations
  • Demonstrates subject matter expertise in complex financial services topics, including options, margin, and futures
  • Ability to concisely and accurately communicate complex topics to customers
  • Schedule flexibility to meet the growing demands of the business and customers (working across multiple time zones)
What We Offer
  • Market competitive and pay equity-focused compensation structure
  • 100% paid health insurance for employees with 90% coverage for dependents
  • Annual lifestyle wallet for personal wellness, learning and development, and more
  • Lifetime maximum benefit for family forming and fertility benefits
  • Dedicated mental health support for employees and eligible dependents
  • Generous time away, including company holidays, paid time off, sick time, parental leave, and more
  • Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits


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