Job
Core
Deliver high-quality, multi-channel support to clients in the Foreign Exchange and CFD brokerage industry, ensuring timely resolution of enquiries and issues while supporting client retention.
Role type
Client Success Specialist (Fintech)
Builds
Client retention and satisfaction for standard/premium traders and partners
Domain
Financial Services / Foreign Exchange / CFDs
Deliverable
client delivery
Required skills
Multi-channel support, client segmentation, root cause analysis, escalation management, trade investigation, regulatory compliance, stakeholder collaboration
Preferred skills
Fintech experience, problem-solving, multitasking, proactive mindset
Technologies
None stated
Responsibilities
Deliver multi-channel support ensuring timely and accurate handling of client enquiries; Tailor support for defined client segments; Support client retention through accurate guidance and practical insights; Identify and share trends/observations to support service improvements; Collaborate with internal stakeholders to resolve client issues; Apply solution-oriented approach to identify root causes; Adhere to CX Charter, internal policies, and regulatory requirements; Handle escalations professionally with clear communication; Conduct layer-1 trade investigations and validations; Escalate complex matters to senior managers.
Seniority
Individual Contributor
