VP of Trade and Customer Support

About Us:-

Since its founding in 2017, Prometheum has leveraged its deep expertise in securities law, blockchain and trading to create a compliant ecosystem for digital asset securities that enables all investors to seamlessly invest in digital assets securities. Prometheum has relied on its strong diverse team to build the tools to service digital asset securities. To date, Prometheum has built multiple broker-dealers traversing novel areas and a large technology stack (intersecting trading, blockchain, compliance, etc.). We continue to grow and are looking for hardworking individuals that can contribute to our already great fintech company culture as we traverse new and exciting areas that require excellent problem solving skills. 

Role:- 

VP of Customer Services  - Full Time W2
Location:-
New York City, NY / Hybrid
Salary:-
$120,000 - $170,000 

Responsibilities:-

• Acts as a point of contact for clients, forging strong relationships with individuals at each of these clients and facing them as a point of escalation.
• Answer customer questions regarding account statements, customer position reports, information sent to customers, platform questions, escalate customer complaints.
• Conduct Surveillance (intra day system monitoring, surveillance reports, etc), Report issues to senior management (ex. system disruptions, trading halts, erroneous executions).
• Ensure required documentation has been delivered to customer (privacy notices, opt out requests, Risk Disclosure, CIP notice, Notification of new account records to customers, Updates to account information and annual disclosure of FINRA brokercheck etc), 
• Update customer information, hold mail requests, name and address change reports, required corporate action notices.
• Collaborate with the business and other middle office colleagues to identify and drive forward key strategies for client relationships.
• Holds regular Operational Service Level Reviews with the client base to gather feedback on the service.
• Proactively mitigates potential risks, ensuring that they act within the best interest of the Company and its clients escalating where appropriate.
• Recognizes established policies and proposes solutions to adapt situations or ideas for improvement.
• Provides constructive feedback when suggesting new ideas, promoting simplicity and innovations in a professional manner, actively contributing and embracing change implementation.
• Demonstrates accountability, ownership to evaluate and improve own performance, actively seeking feedback where applicable.
• Show pro-activity in the development of professional competences, deliverables and contributions to compliment needs and goals of the Company.
• Assist with any audit / compliance.
• Assist with documentation of procedures and workflows.
• Identify and monitor actionable key performance indicators (KPIs) to demonstrate increased client satisfaction and internal operational efficiency as a result of the team’s activities.
• Have a complete understanding of the client’s activity, how and what they trade and the front to back operational processes to support this activity, comprehensive view of the client technology and reporting setup internal and external.
• Have a clear understanding of who to engage with at the client for particular topics and to build a strong relationship with senior operations of the client.
• Own communication and coordination on major change management for their clients across operational, Technology, and Regulatory.
• To be able to analyze client activity and spot themes/trends that may lead to a potential process improvement internally or on the client side.
• Involvement & Driving of projects.

Qualifications:-

• Excellent interpersonal skills; able to communicate convincingly at all levels.
• Ability to navigate between technical, operational, and business environments and translate respective needs/wants in a clear and concise manner.
• Strong organizational skills with high attention to detail.
• Strong written documentation abilities.
• Ability to coordinate with diverse groups within/across organizations to establish a shared vision and achieve strategic objectives.
• Compliant with confidentiality requirements.
• Self-Motivated - Ability to work autonomously.
• Demonstrated ability to self-identify opportunities for improvement and implement change.
• Solution-focused, service-oriented, and proactive.
• Demonstrated understanding of Agile methodologies.
• Knowledge of industry standard clearing and booking systems.
• Previous Client Service, Trade Support, experience in dealing with trade breaks, exchange reconciliations, or similar Middle Office experience within a similar financial institution and client facing.
• Degree in Finance, Business Administration, Data Science or similar.
• 5 years of professional working experience
• Series 63 and 7 required; Series 99 or 24 preferred.
   

Benefits:-

• Competitive salary based on experience
• Excellent benefits including:- Health, Vision & Dental Insurance

Prometheum is an equal opportunity employer.

For questions around this or other employment opportunities with Prometheum please contact [email protected]