AbouttheRole
AsaCustomerServiceAnalyst,youwillbethefirstpointofcontactforourclients,providingtimely,accurate,andprofessionalsupportacrossmultiplechannels.Youwillplayakeyroleindeliveringanexcellentclientexperiencewhilemaintainingthehigheststandardsofcomplianceandregulatoryawareness.
KeyResponsibilities
- Providesupporttoclientsviaphone,email,andlivechat
- Handlequeriesrelatedto:
- Trading accounts (CFDs, Spread Bets, Cash Equities, ETFs, GIA,s ISAs, SIPPs)
- Platform navigation and technical issues
- Trade queries (execution, order types, account activity)
- Deliverclearandaccurateexplanationsoffinancialproducts
- Manageclientexpectationsduringperiodsofhighmarketvolatility
- Escalatecomplexorsensitiveissuesappropriately
- Supportcomplainthandlinginlinewithinternalprocedures
- EnsureallinteractionscomplywithFCAregulationsandinternalpolicies
- Identifyandappropriatelyhandlevulnerableclients
- MaintainaccuraterecordsofclientinteractionsinCRMsystems
- Contributetocontinuousimprovementofcustomerexperience
RequiredSkills&Experience
Essential:
- 1- 3 years experience in a brokerage, fintech, or financial services environment OR education in relevant business segment
- Strongcommunicationskills(writtenandverbal)
- Abilitytoexplaincomplexinformationinasimpleandclearmanner
- Highattentiontodetailandaccuracy
- Abilitytoworkunderpressure,especiallyduringbusymarketperiods
- Strongproblem-solvingskillsandaproactivemindset
Desirable:
- Basicunderstandingof:
- Equities and ETFs
- CFDs and associated risks
- Investment account types (ISA, GIA, SIPP)
- Familiaritywithtradingplatformsorfintechapps
- Awarenessofregulatoryrequirementsinfinancialservices
KeyCompetencies
- Customerfocusandempathy
- Strongsenseofownershipandaccountability
- Complianceandriskawareness
- Clearandconfidentcommunication
- Adaptabilityinafast-pacedenvironment
- Teamcollaboration
WhatYou’llNeedtoSucceed
- Astrongunderstandingoftheimportanceofnotprovidingfinancialadvice
- Theabilitytobalancespeedandaccuracyinatradingenvironment
- Aprofessionalandcalmapproachtohandlingsensitiveorhigh-pressuresituations
- A willingness to continuously learn about financial markets and products
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