Saturday, March 13, 2010

Active Trader Relationship Manager - Call Center

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Develop and retain active trader clients within the assigned ET Center area. This position will require the management of a book of clients. The ATRM position will be responsible for the book’s generation of revenue through a focus on relationship management, revenue generation, retention, asset gathering and household management. ATRMs may ask for new client referrals though the existing base. The ATRM must be dedicated to growing a book of business and exceeding the expectations of the clientele base. The ATRM must be capable of meeting specific objectives relating to account/relationship management, revenue generation and asset consolidation.

In addition, the Active Trader Relationship Manager position requires the individual to conduct seminars or training sessions to Active Trading Clientele and prospective E*Trade Financial Clients. The focus of the events will be to positively promote E*Trade Financial and more specifically the Active Trading product, pricing and service offerings. This person also will be responsible for generating leads for purposes of asset gathering and/or household acquisition.

ESSENTIAL JOB FUNCTIONS:

REVENUE GENERATION

* Through inbound calls, outbound calls and customer appointments the ATRM will match the proper E*TRADE product with the clients trading needs to maximize revenue
* Acquire New Clients through referrals from existing client base
* Acquire new households through lead generation from seminar presentations
* Perform asset gathering to increase household wealth
* Articulate information, to the customer, about E*TRADE Financial, what it is that sets us apart from our competitors and the products/services available
* Provide product and service literature upon request

RELATIONSHIP MANAGEMENT / CUSTOMER SERVICE

* Ensure retention of base clients and continually develop new clients
* Review orders and/or escalate any trading related issues
* Follow up on customer inquiries via phone and email regarding account information, procedures, systems and products
* Regularly exercise discretion and business judgment; research and resolve customer problems related to E*TRADE Securities accounts immediately or lose current opportunity to acquire assets.
* Maintain and update prospect and sales reports. Responsible for the accurate incentives paid to referral sources.

FINANCIAL EDUCATION

* Conduct training seminars to potential and current Active Trader clients
* Provide training and support on our trading platforms
* Analyze and discuss trading strategies
* Compare product and service details in comparison to professional competition; which requires advance knowledge and preparation, and the regular use of independent judgment.
* Respond to sales leads with creative and original approaches, overcoming the limitations of competing with competitor field sales forces exclusively by phone.

Requirements

# Series 7/63 licenses required.
# Minimum 2 years brokerage experience required or 3 - 6 months E*TRADE Customer Service experience.
# Ability to professionally conduct group seminars
# Demonstrates asset gathering and household acquisition strategies
# Thorough understanding of the securities industry including equity and option trading.
# Must have professional experience developing business as well as establishing relationships with actively trading and/or affluent clients.
# Requires strong work ethic, a passion to excel, extraordinary interpersonal skills, and team-orientation
# Must be dedicated to exceeding the expectations of clients and must have outstanding oral communication, inter-personal, and written communication skills. This will be necessary to provide a superior level of service, satisfaction and to successfully close sales. Must have positive and professional customer service attitude.
# Utilize independent decision-making skills to handle and resolve issues. Ability to work independently.
# Computer literacy including familiarity with online services, PC skills, and technical resolution. Ability to troubleshoot basic to advanced technical problems
# Excellent organizational skills, with the ability to handle multiple tasks
# Must be focused on bottom line performance and constantly looking at ways to improve overall performance, sales, customer satisfaction and entire customer experience.
# Extensive knowledge of E*Trade trading and customer account systems
# Complete understanding of E*Trade policies and procedures.
# Ability to work flexible shift assignments.
# Ability to remain calm, professional, and in control in a volatile business environment

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