Trade Support Specialist  

Knox’s Trade Support Specialist is primarily responsible for providing support to any Knox clients and/or potential clients through various channels such as a phone call, email and/or Slack.

A Trade Support Specialist should be able to handle customer inquiries and requests in a timely manner, identify the problems, offer solutions and recommendations for effective investment portfolio management. At the same time, the Trade Support Specialist should be able to establish and maintain good rapport with every client. They must ensure good customer experience.

Responsibilities

• Constantly answer phone calls, emails, and chat to support Knox clients and provide quality customer service and trading consultations.
• Properly document customer’s requests and issues related to any company product and services through different channels such as a phone call, email, and chat.
• Deliver accurate and timely reporting on contracts, investments, sales and reconciliation reports
• Identify risk and implement mitigation strategy
• Set the client's expectations for a turnaround time of services provided
• Report or escalate issues as they arise
• Establish and maintain rapport with existing and potential clients to effectively promote investment opportunities based on client’s needs and budget
• Proactively focus on long-term client relationship building and retention
• Abide the internal guidelines and external regulations in performing the job responsibilities
• Prevent chargeback disputes
• Pass and complete the nesting period
• Meet the team metrics set by the Team Lead / Division Head

Performance Metrics

• Total Opened Cases
• Total Closed Cases
• Closed Case Percentage
• EOM Team Capacity
• Total Sales Closed
• Same day closed cases without tasks
• Same day closed cases with production tasks
• Internal Sales Referral
• Cancellations and Refunds

• At least 3 - 4 years of experience handling stocks, investments, bonds, etc
• At least 2 years of professional experience in customer service; e.g. handling customer concerns, queries and escalations
• Excellent written and oral communication skills with the ability to explain and present technical and non-technical information
• Ability to handle multiple tasks simultaneously, prioritize workload efficiently and meet strict deadlines
• Great analytical and innovative problem-solving skills
• Salesforce experience is a plus
• Customer service driven
• Adaptable, resourceful and detail-oriented
• Learning and growth mindset
• Efficient team player and individual contributor