Retail Trading Concierge Representative -Role: Roles: This position provides a white glove service to our trader clients for all account-related questions and delivers a single point of contact for any account inquiry. These reps work hard on assisting and retaining high-net worth/revenue generating Trader clients. Many exceptions are brought to these reps by Trader 3 and PCS trader associates. These representatives handle inbound and outbound calls, inbound emails, and inbound chats, in a fast-paced, market-sensitive environment, which requires the ability to multitask in handling multiple clients simultaneously. Reps assist with expedited requests, research issues, and answer questions related to the following departments: New Accounts, ACATS, RAS, Payment Services and Account Maintenance. This could consist of assistance and education in the following areas: -Transfers -Internal, external, wire, ACH, checks, forex transfers and status updates on any of the above. -Option and Margin Approvals -Explanations or walk through, additional context or details around the different applications (ex: explaining different option tier levels etc.) -New Accounts Setup and Questions -Futures, forex, foreign accounts, password/security questions reset, general application walk through, verbal password and linking accounts -Account Maintenance -Bank verification, form clarification, promotions, general tax questions, cost basis, beneficiaries, LTA/FTA, IRA questions/contributions, uploading documents and questions or issues with statements (TDA or Penson). -Trading -Commission negotiations/changes, general platform questions, quotes, balance inquiries, basic stock and option trades -Responsibilities: -Present clients with a single point of contact by owning, researching, and solving elaborate and unique trading/non-trading issues -Perform multiple tasks at one time to serve trader clients and associates simultaneously -Create and cultivate a client experience that exceeds the client's expectations -Process and resolve client inquiries related to any aspect of the business including Client Service, New Accounts, Asset Transfers, Trade Desk and Tech Support (when feasible) operations in an efficient and accurate manner -Provide thorough and consistent resolution by utilizing problem solving skills and clarifying questions to determine the underlying nature of complex inquiries by referencing personal expertise and consulting professional contacts -Deliver real-time coaching to business partners around organizational policies, procedures, system usage, and industry related inquiries -Reconcile account discrepancies related to TD Ameritrade services provided verbally and electronically -Process non-solicited equity, option, and mutual fund orders in self-directed brokerage accounts -Utilize proficient level of skill and experience to coach clients on market best practices including efficient order execution and complex product characteristics, empowering clients as self-directed traders -Master and teach clients how to use the firms trading platforms such as thinkorswim, Mobile Trader, and Trade Architect, allowing clients to harness and maximize TDA technology to increase their trading sophistication -Effectively identify gaps in client understanding and address said gaps to prevent or limit future client losses and enhance their confidence resulting in client retention and loyalty -Serve as consultant and resource to other TD Ameritrade service teams on various matters related to the markets, equities and derivatives trading -Identify best trading tools to suit clients style and strategy and deliver unparalleled education -Leverage industry knowledge and platform expertise to send well-positioned business leads to our Trading Solutions team -Attract additional assets and business from our fully engaged clients for our Retail Sales associates by meeting their service, education and trading resource needs -Requirements: -High School Diploma or Equivalent -BA/BS preferred -1 - 2 years client service experience preferred -1 - 2 years trading experience preferred as broker and/or equivalent level of knowledge of securities industry and derivatives trading -Displays the confidence, skill and professionalism demanded by this client segment to resolve critical issues in a manner that strengthens the client relationship and mitigates risk for the firm -Superior communication skills (verbal and written) and the ability to work on cross functional teams and interact with all levels of management -Strong analytical, organizational, and problem solving/decision making skills -Must have a thorough understanding of the brokerage business, must keep current with products, services, features and benefits to include industry and market developments -Must have a sense of urgency, ability to multi task, excellent organizational skills, and strong prioritization skills -Demonstrated ability to adapt to and succeed in a dynamic work setting -Ability to teach complex concepts to clients and associates of varying levels of expertise -Series 7, 63 (or equivalent), required with registration in all 50 states -Series 3 and 34 preferred -Military education or experience may be considered in lieu of civilian requirements listed