Client Service Executive Permanent

CMC Markets’ success is founded on its ability to deliver a wide range of trading products to customers, from single equities to indices, currencies and commodities. This means our clients do not need to go to a forex broker, futures broker or a commodities broker to trade these different instruments. They can trade them all through one trading platform. CMC Markets pioneered the development of online trading in markets around the world.

The role of the Client Services Team is to provide excellent day-to-day account management to CMC Markets’ clients. We believe a high level of service should be received by all our clients and with this excellence, the team helps to both retain and grow CMC Markets’ business within the highly competitive marketplace of online forex and CFD broking services.

ROLES AND RESPONSIBILITIES

• Take ownership and drive an excellent client experience through all touch points in client life cycle, including but not restricted to account opening, query management and education
• Always act with integrity in every aspect of the role (on-boarding, branding, client communications)
• Provide administrative support to ensure that all account opening documentation is adequate, complete and ready for processing, such as KYC and AML
• Effectively deals with internal queries relating to the account opening process with a focus on getting it right the first time
• Take ownership for ensuring accurate client information is recorded in relevant internal CRM system in a timely manner
• Proactively respond to clients’ enquiries professionally and efficiently, during onboarding process and account servicing
• Liaise with other departments to escalate and resolve all client issues in a timely manner to ensure a consistently high level of client service
• Participate in targeted outbound reactivation calling to dormant account holders
• Act as a brand ambassador in all client interactions
• Provide excellent and high calibre client service delivery to ensure a positive client experience
• Keeps abreast of global and economic news in order to provide trading support to clients
• Maintain personal and professional development to meet the changing demands of the role and participate in appropriate training
• Ensure a positive approach to challenges and provide open and honest feedback to line manager
• Undertake such other duties, training and / or hours of work as may be reasonably required and which are consistent with the general responsibility of this role. This may entail occasional after hours or weekend seminar support
• Any other client facing duties as required

KEY SKILLS AND EXPERIENCE

• Excellent verbal and written communication skills in English and a preferred proficiency in Mandarin
• Demonstrates passion and enthusiasm for our products and services
• Working knowledge of financial markets and trading
• Working knowledge of Microsoft Word, Microsoft Excel and databases
• Ability to work effectively independently and within a team
• Enthusiastic, reliable, trustworthy and confident nature
• IT Savvy and able to provide general IT troubleshooting advice
• Good grasp of digital and social media, in relation to financial and capital markets
• Operates with integrity and a highly client centric mind set, with an ability to build and enhance strong and meaningful client relationships
• Ability to handle difficult clients in a professional and tactful manner
• Ability to work under pressure

Desirable

• Proven client relationship experience
• Degree or equivalent in Business or Finance related subject
• Entry level candidates may be considered

KEY OBJECTIVES / KPIS

• Quality and efficiency of work
• Other discretionary KPIs (work attitude, punctuality, etc.)

COMPETENCIES

• Communication
• Team Work
• Customer Focus
• Proactivity and Ownership
• Resilience and Adaptability
• Problem Solving
• Self-Management
• Quality and Process Focus
• Ability to work under pressure

* The candidate must be flexible and willing to work a full range of 9-hour shifts between 08:00 and 23:00 (Mondays to Fridays) to ensure coverage of opening and closing hours of the trading market.