Meet The Team – Rachael

Welcome back to our inaugural “Meet the Team” blog series, where we introduce OptionsHouse’s dedicated Customer Service team. (To read our first profile, featuring Paul, our Vice President of Relationship Management, please click here.)

Today, we’re profiling Rachael, our Director of Customer Service. Rachael is a self-described “people-person,” who loves exploring the outdoors, and has been with OptionsHouse since 2011.

  • Started her career in 1997 as a clerk on the Chicago Stock Exchange
  • Served as a specialist at Dempsey & Co., facilitating trades
  • 10 years’ experience in trading regulations as a compliance analyst for E*TRADE
  • Entered into the retail space with OptionsHouse in 2011
  • In addition to a series 7 license, holds series 3, 4, 24, 55 and 63 licenses

Q: What do you and the CS team do to proactively support the customer?

We proactively work to improve the customer experience by constantly seeking feedback and listening to our customer base, then adjusting our service accordingly. We’re the ones who speak to the customer every day, so we have to try to be their voice.

We try to proactively anticipate challenges on a daily, weekly and monthly basis. When we know something big is coming, for example Brexit, we’ve already put some support strategies in place and have all hands on deck.

We are continuously seeking ways to improve, and therefore have mandated regular customer surveys to learn more about their pain points and how we can alleviate them. The entire support team recently completed a “soft skills” course to further refine our process, and we’ve already seen this pay off with faster resolution times and an overall uptick in customer success.

At OptionsHouse, it starts with our values. And, though it is simple, “do the right thing” is at the top of that list. It’s important that customers know they can trust us, and that we always try to do what’s in their best interest.

Q: What are your favorite features in the platform?

We have an options chain functionality that makes sophisticated strategies much easier to conceive and execute. We have the technology that allows customers to click on price and place an order, or execute trades within a dialogue box.

I also really like our tradeLAB™ tool. This resource gives you important additional information before you place a trade, such as your potential gains and losses, your breakeven point, and more. Before placing a trade, it’s critical to factor these considerations into your strategy.

Q: What gets you motivated to come to work each day?

I love the people. The energy in our support center—it’s palpable and contagious. The more energy there is in the room, the more excited people are—and that helps make us a very effective team. Michael Curcio, Chief Brokerage Officer at our parent company, E*Trade, said we’re the happiest call center he’s ever seen.

IMPORTANT: The projections or other information generated by tradeLAB™ regarding the likelihood of various investment outcomes are hypothetical in nature, do not reflect actual investment results and are not guarantees of future results. Results may vary with each use and over time.”

Disclosure: The opinions expressed by the individual above do not necessarily represent or reflect the opinions of OptionsHouse.

The above information is provided by OptionsHouse for informational and educational purposes only and is not intended as trading or investment advice or a recommendation that any particular security, transaction, or investment strategy is suitable for any specific person. You are solely responsible for your investment decisions. Commentary and opinions expressed are those of the author/speaker and not necessarily of OptionsHouse. Neither OptionsHouse nor any of its employees, officers, shareholders or affiliated companies guarantee the accuracy of or endorse the views or opinions of guest speakers or commentators. Projections or other information regarding the likelihood of various investment outcomes are hypothetical in nature and are not guarantees of future results. Results may vary with each use and over time. Any examples used that discuss trading profits or losses may not take into account trading commissions or fees.