Client Services Executive

  • ThinkMarkets
  • Dubai, UAE
  • 24/11/2022
Full time Forex Fintech Customer Service Executive Sales

Job Description

ThinkMarkets is a global financial technology company, specializing in providing multi-asset trading solutions to thousands of clients around the world. With our flagship ThinkTrader platform, we make it available for our clients to trade the world 24-hours a day. Our mission is to bridge the gap between traders, investors, and platforms by allowing access to global markets and thousands of products thus providing our clients the ability to trade the world in the palm of their hand. We use the latest technologies to give traders seamless access to our proprietary trading platforms.

We are seeking a Client Services Executive to join our rapidly growing global workforce in Dubai. This position will be the first point of contact supporting our potential and existing clients in their day-to-day trading activities. This position will become familiar with and thoroughly understand our company's processes, products, and sales techniques per region. The main objective of the Client Services Executive will be to maintain ThinkMarkets' service quality standards and ensure clients' needs and queries are resolved as quickly and as efficiently as possible. This is an integral position that will play a key role in the company's client acquisition and retention strategy and your demeanor will strongly reflect our core values.

Responsibilities:
  • Answer incoming client enquiries via several channels including live chat, email, and phone
  • Show solid understanding of our products, offerings, and processes to resolve client enquiries and progress the client though the account opening, funding, or trading process
  • Be a dedicated team player and collaborate with your colleagues and other stakeholders to meet and exceed your personal, departmental, and group KPIs
  • Spot and utilize cross-sell and up-sell opportunities during client interactions by utilizing sound business awareness
  • Regularly liaise with other departments to stay up to date on regulatory requirements, offers, and internal processes
  • Keep accurate records of client communications and regularly update CRM entries and record all your activities
  • Own the onboarding process of institutional clients and counterparties, including client engagement, review of documentation and information, and the utilization of AML/KYC/CFT and sanctions screening tools
  • Process new client applications and open client accounts in a timely manner ensuring internal deadlines and SLAs are met for client onboarding.
  • Awareness of Operational Risk & Compliance landscape, as it relates to the industry preferable
  • Ensure that all KYC/CDD, client onboarding questionnaire and all other documentations are in place prior to the client acceptance process.
  • Liaise between the business development and compliance teams to ensure onboardings are handled in an expedited and professional manner
  • Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.

Requirements:
  • Good understanding of foreign exchange, derivatives, margins, FX, index & precious metals and brokerage industry strongly preferred
  • Knowledge of MT4 platform and FX industry is mandatory
  • Proficiency in English & Arabic language is a must, additional languages is an advantage
  • Bachelor's degree, preferably in Business, Economics, or Finance
  • Minimum 2 years of client service or Telesales experience in the Finance Industry, Capital Markets
  • Skilled negotiator with strong influencing skills
  • Inquisitive and able to propose logical solutions to identified problems
  • Resilient and able to adapt quickly to a fast-paced environment
  • Organized and able to prioritize well with colleagues across the globe