Job
Core
Support CIS clients in their first language, resolve issues, and coordinate internal operations for a forex broker.
Role type
Client Operations Officer (Client Support & Operations)
Builds
Client support, payment processing, and account administration for FxPro clients
Domain
Fintech / Forex Brokerage
Deliverable
client delivery
Required skills
Russian or Ukrainian fluency, Advanced English, Customer support experience, Forex broker operations knowledge, Trading platforms (MT4, MT5, cTrader), Payment methods (crypto, P2P, local cards), CRM systems (SugarCRM, Salesforce)
Preferred skills
Financial services experience, Payment processing experience, KYC verification experience, Ticketing systems (Freshdesk, Zendesk), Client relationship management
Technologies
MT4, MT5, cTrader, SugarCRM, Salesforce, Freshdesk, Zendesk
Responsibilities
Provide client support via live chat, email, messengers, and phone; Handle deposit and withdrawal requests and investigate payment delays; Assist clients with account-related questions and trading platforms; Review and verify client documents; Resolve complex client cases, complaints, and disputed situations; Coordinate with Payments, Compliance, Dealing, and other internal departments; Manage and distribute incoming requests to relevant teams; Maintain accurate client records and update information in internal systems; Work with helpdesk and CRM systems to track, manage, and follow up on client requests
Seniority
Individual Contributor
