Must have strong verbal and written communication skills.
Critical thinking and problem solving skills.
Strong MS Office skills.
Must be flexible to work rotational day and night shift
Ability to navigate basic and advanced mathematical examples with proficiency and accuracy - an advantage.
Must meet the Fitness and Propriety Requirements as prescribed by the FCA.
Key responsibilities include (not limited to):
Provide clients with best-in-class service on phone, chats, and email.
Self manage outbound call campaigns in order to provide added value services to existing and new customers.Promote sales for FXCM's products and services, thus driving up the amount of deposit and developing long-term relationships with clients
Assist clients in opening an individual trading account and provided guidance on accessing FXCM's online trading platforms and deposit channels
Address client's inquiries in regard to their trading accounts, such as deposit and withdrawal processing status
Assist clients to complete individual FX/CFD trading account documentations and review
Assisted clients to submit or forward client's uploaded onboarding documents to operation team for final account approval and get client's account set up.
Follow up with client applications until accounts are live, funded and traded
Conduct KYC to understand client financial and investment backgrounds and investment concerns, offered resolution to maintain client's retention levels, while at the same time actively looking for upsell opportunities
Be alert with global financial news and intelligently articulate financial and market-related concepts as well as FXCM products and services to clients so as to offer general trading opportunities.
Assist with trade audit inquiries and made sure trades were executed correctly, helped investigate trade audit cases and submitted adjustments
Go beyond "customer service." Skillfully probe for, listen, and understand client needs to provide resources and solutions to improve clients' trading experience and results.
Intelligently articulate financial and market-related concepts as well as FXCM products and services.
Mediate a variety of situations, conversations and customers with composure and professionalism.
Consistently take initiative to learn about the markets, FX industry and new FXCM platforms and products.
Be a team player and proactively collaborate with the Financial Services Team to manage time, resources, volume, and customer feedback.
Consistently achieve departmental and individual metrics