Customer services complaints and retention management associate
- Experience Any
- Job type Full-time
Our client has more than 20 years of trading industry experience and are one of the leading investment firm. In the company’s 20-year history, they have achieved numerous milestones and begun a journey that has taken them from a small trading company to a true global player that they are today. They are seeking an Customer Services Complaints & Retention Management Associate to join their team.
Effective communicator and ensure all complaints are acknowledged in a timely
Manner and customers are kept information throughout the complaint process
Support and participate to retention campaigns
Respect the regulation and compliance complaint resolution procedures
Reduce the number of account closure by offering alternative solutions alternatives to customers
To manage the resolution of customer complaints, within given timescales. Follow up complaint under compliance responsibility
To be the first point of contact for all customer related issues.
To liaise with the client on a weekly basis and report on the level of customer
Quality monitoring: Chat, telephone and email. Report back any trends and repeated issues
Responsible for investigation, resolution and reporting of all customer related complaints
Provide complaint trends and communicate lessons
Escalate all unresolved issues/complaints to line manager and compliance team.
Knowledgeable about CYSEC, CIMA and FCA regulation
Customer satisfaction and ensuring full communication at all times.
Respond positively to any new initiatives that are brought into practice making sure them easily become part of the customer experience service delivery.
Trade dispute resolution, retention and complaint management
Monitor all potential claims ensuring minimal financial impact and keep record of all financial .
Suggest training for customer services associates
Safeguarding and Vulnerable Person
Customer retention and feedback
Reporting any suspicious deposits, withdrawal or activities to the Compliance, department, customer services & retention supervisor, senior customer services and retention associates and to Global Head of customer services and retention
Support customer services associates and management activities.
Reduce deposit and withdrawal waiting time by facilitating communicating with customer and back office
Reduce account opening time by facilitating communicating with the applicant and the onboarding team. It may occasionally be necessary to work at weekends and/or bank holidays.
Occasional short AML documentation support
Educated to degree level.
Fluent in English (verbal and written).
Fluent in another European, Arabic or Asian language- French, Spanish,
Portuguese, Italian, Mandarin, Malay, Thai, Vietnamese, Indonesian or German (verbal and written).
Excellent interpersonal and communication skills.
High level of numeracy.
A keen, demonstrable interest in – and understanding of – financial markets.
Six months’ experience working in a client-facing, administrative role (which could
have been gained either through a “gap year” or as part of a student part-time role).
Minimum 3 years’ experience in customer services and retention and complaint role
High level of accuracy and attention to detail.
Minimum 6 months experience using CRM, Chat, phone and social media services
Works well under pressure.
Self-motivated and able to work at a consistently high standard.
Able to be proactive when necessary.
A logical and analytical approach.
Working hours: 09:00- 18:00
Very well organised with good time management skills.
Computer literate in Microsoft Office.
Minimum 3 Years’ experience in forex and financial trading