Description

 

(REMOTE based opportunity located in US - Central Time zone Preferred )

At Riskalyze, we’re on a mission to empower the world to invest fearlessly. Investing feels broken for the average investor, and subjective risk semantics like “aggressive” and “moderately conservative” don’t help. We believe that when advisors align the world’s investments with each investor’s Risk Number®, anyone can invest fearlessly.

We treat our teammates well and take our values seriously (https://www.riskalyze.com/values).

We’re looking for a new Riskalyzer who will empower the world to invest fearlessly through excellent and delightful trading operations focused service, by serving and responding to every customer request with excellence and delight.

 

Objectives

Trading Operations Excellence:

  • Second-level trading operations based service issues via email, phone or live chat, including answering transferred inbound inquiries from the trading support queue.

Subject Matter Ownership: Definition, Documentation, and Training:

  • Ownership: Scope out subject matter boundaries, and training materials, to define all levels of knowledge for trading operations and trading implementation. Maintain a deep and continuous understanding of trading related features and functions, working with Product and Engineering teams to stay abreast of new features as well as future roadmap items.
  • Documentation: Monitor, draft, edit, and verify Guru cards, lesson.lys, macros, and other documentation designed to address trends and provide uniform messaging related trading operations and trading implementation..
  • Training: Train and mentor Customer Care Reps to ensure the team is up to the required knowledge level (continued learning) through onboarding and apprenticeship cadences.

Issue Replication, Confirmation, Mitigation, Monitoring, Communication:

  • Replication: Reproduce customer and team member issues within the product and available data platforms.
  • Confirmation: Confirm bug resolutions by replicating the workflow and verifying the fix solves the issue prior to contacting customers.
  • Mitigation: Identify mitigation plans and messaging approaches designed to reduce or eliminate those requests. Closeout resolved issues and contact customers.
  • Monitoring: Monitoring active data issues and escalating them to Tier 3 engineering support tracking until they have been resolved. For longer-term issues, help maintain a database of requests and plan with the necessary engineering, data teams, and other stakeholders.
  • Communication: Representing the voice of the customer to other teams, and is responsible for communicating the customer experience and vision to the rest of the team. Works with the team on a regular basis to answer questions and provide product recommendations for the Product and Advisor Success Teams to consider implementing on their roadmap.

Escalation Liaison:

  • Act as a liaison between AS and other teams (e.g. support engineers, engineers, PMs, QA, EAMs) and facilitate necessary escalations.
  • Serve as a primary point of contact and resource for Trading related escalations from Customer Care Reps.
  • Manage outbound communications for trading-related escalations as needed.
  • Review and investigate Trading related escalations submitted to engineering via the Trading Escalation JIRA portal. Approve requests after determining the issue requires engineering intervention. Respond to Care rep who initiated the request with a resolution and/or provide client-facing messaging for ticket owners.
  • Monitor client trading feedback channel #trading-sentiment-responses for negative client feedback and/or communications from other teams. Investigate negative feedback responses through FullStory and proactively reach out to customers as needed.

Leadership:

  • Serve and grow as a Team Lead when to increase organizational scale.

Requirements

  • 1+ years of experience as a trading operations specialist or trading implementation specialist strongly preferred

Be a Riskalyzer:

  • Ability to work well in a high-energy, fast paced, and constantly changing environment.
  • Speak the language of our core audiences: advisors, broker dealers, trade desk facilitators, corporate RIAs, custodians and clearing firms, trading operations, asset managers, trading implementation specialists, and compliance departments.

Expert Troubleshooter:

  • Ability to rebuild trading enabled portfolios and troubleshoot portfolio issues to identify the best path forward for advisors.
  • Stellar skills in specific subject matter. Ability to teach updates, processes, and explain complex issues to customers and teammates.
  • Strong knowledge about computers, operating systems, browsers, and ability to document and reproduce basic issues.

Exudes Ownership:

  • Willingness to plan and coordinate projects and initiatives to help the Team succeed, specifically within your area of expertise.
  • Masterful ability to handle escalated customer interactions solo (without manager intervention).
  • Certify, and stay current, in the area of expertise you’re committed to.
  • The ability to lead periodic team meetings related to your area of expertise.The ability to resolve Support requests across all three mediums (phone, email, live chat).

Expert Communication:

  • Excellent verbal and written communication skills for interactions with customers, partners, and prospects.
  • Listening and demonstrating true empathy (building rapport) with customers (seeking to understand).
  • Articulate complicated information, and simplify how-to steps, via written and verbal communication that is simple, clear, concise, professional, and friendly (delight).

Maintains a Positive “winning” Attitude (winners find a way to ‘done’):

  • Possess a willingness to work hard and a determination to do what it takes to ensure that customers are delighted.
  • Intelligent, adaptive, and teachable. Willing to accept constant feedback and continually improve.
  • Strive to reach your full potential — everyone is expected to grow and improve.

Benefits

Finance

  • 401(k) Retirement savings with employer matching dollar-for-dollar, up to 4%.
  • Competitive compensation.
  • Free financial advisory services are offered to Riskalyzers wanting expert guidance on how to handle their money.

Time Away

  • 3 weeks Vacation & 1 week of sick time per year + 11 paid holidays.
  • 1 additional week of vacation time granted at three years of tenure.
  • Annual company retreat called the Celebration of Awesomeness where we take the whole company on a weekend retreat for team building & organization planning (previous destinations have been Lake Tahoe, San Francisco and Palm Springs).
  • Trust-oriented culture built upon flexibility and our core value of Freedom.

Health & Family

  • Medical, dental and vision insurance to keep you (and your family) healthy.
  • Access to HSA or FSA depending on chosen medical plan.
  • Paid leave for new parents.
  • Discounted pet insurance available. Pets are family too!

We encourage people from underrepresented groups to apply!

Riskalyze is an equal opportunity employer.