Our client is a leading provider of online trading services and are looking to employ a German speaking Customer Services & Retention Specialist ( German native / Fluent English)
The Retention specialist role it isn’t related to direct sales but retention, complaint management and first leads contact or contact demo account users ( product explanation, customer reassurance & support).
No target related sales responsibilities
Trade dispute resolution, retention and complaint management.
Main responsible for retention, complaint & leads campaigns B2B Partners account managing queries
First contact support and customer reassurance
Supporting our various technical and mobile platforms, as well as generally assisting with any client queries that arise.
Front-end payment support and assistance with queries. Processing deposits and account opening during office closed hours.
Once fully competent in all aspects of client support, more responsibility will be given for executing trades
be given for executing trades.
Customer retention and feedback.
In the longer term, the successful candidate may be given exposure to direct client management.
24 hours multilingual services.
Adviser and consultant to the On-Boarding Manager.
Ensure departmental policies and procedures are adhered to.
To open new customer accounts and maintain existing records in line with policies and procedures for the Spread Betting, CFD and Forex departments.
Act on behalf of the On-Boarding & AML Manager in her absence.
Opening accounts in accordance with Company policy and procedure.
Providing white label specific support on account opening.
Depositing all bank transfers.
Investigate any deposits issues.
Following Anti-Money Laundering policy and procedure.
Ensuring effective delivery of the service, meeting SLA standards.
Reviewing, approving and opening spread betting, CFD and Forex accounts including assessing client suitability.
Preparation, maintenance, filing and scanning of the customer documentation, ensuring it meets regulatory requirements..
Processing faxes, post and phone enquiries relating to account Applications.
Screening clients for sanctions, PEP and adverse media.
Generation of letters for new and prospective clients.
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.
The candidates will be tested to assess their writing and communication skills in the language skills required
Salary range depending on experience 20,000 to 23,000 EUR (gross annual)
On successful completion of the probation period of 3 to 6 month probation the successful candidate will be entitled to bonuses based on their KPIs.