Client Service Executive Client Service Executive …

CMC Markets Singapore
in Singapore
Permanent, Full time
Last application, 28 Nov 21
competitive
CMC Markets Singapore
in Singapore
Permanent, Full time
Last application, 28 Nov 21
competitive
Since launching in 1989, CMC Markets has become one of the world’s leading online CFD and financial spread betting providers, with nearly 60 million trades executed annually across Europe, Asia Pacific and North America.

CMC Markets’ success is founded on its ability to deliver a wide range of trading products to customers, from single equities to indices, currencies and commodities. This means our clients do not need to go to a forex broker, futures broker or a commodities broker to trade these different instruments. They can trade them all through one trading platform. CMC Markets pioneered the development of online trading in markets around the world.

The role of the Client Services Team is to provide excellent day-to-day account management to CMC Markets’ clients. We believe a high level of service should be received by all our clients and with this excellence, the team helps to both retain and grow CMC Markets’ business within the highly competitive marketplace of online forex and CFD broking services.

ROLES AND RESPONSIBILITIES

  • Take  ownership  and  drive  an  excellent  client  experience  through  all  touch  points  in  client  life  cycle, including but not restricted to account opening, query management and education
  • Always act with integrity in every aspect of the role (on-boarding, branding, client communications)
  • Provide administrative support to ensure that all account opening documentation is adequate, complete and ready for processing, such as KYC and AML
  • Effectively deals with internal queries relating to the account opening process with a focus on getting it right the first time
  • Take ownership for ensuring accurate client information is recorded in relevant internal CRM system in a timely manner
  • Proactively respond to clients’ enquiries professionally and efficiently, during onboarding process and account servicing
  • Liaise with other departments to escalate and resolve all client issues in a timely manner to ensure a consistently high level of client service
  • Participate in targeted outbound reactivation calling to dormant account holders
  • Act as a brand ambassador in all client interactions
  • Provide excellent and high calibre client service delivery to ensure a positive client experience
  • Keeps abreast of global and economic news in order to provide trading support to clients
  • Maintain  personal  and  professional  development  to  meet  the  changing  demands  of  the  role  and participate in appropriate training
  • Ensure a positive approach to challenges and provide open and honest feedback to line manager
  • Undertake such other duties, training and / or hours of work as may be reasonably required and which are  consistent  with  the  general  responsibility  of  this  role.  This  may  entail  occasional  after  hours  or weekend seminar support
  • Any other client facing duties as required

KEY SKILLS AND EXPERIENCE

  • Excellent verbal and written communication skills in English and a preferred proficiency in Mandarin
  • Demonstrates passion and enthusiasm for our products and services
  • Working knowledge of financial markets and trading
  • Working knowledge of Microsoft Word, Microsoft Excel and databases
  • Ability to work effectively independently and within a team
  • Enthusiastic, reliable, trustworthy and confident nature
  • IT Savvy and able to provide general IT troubleshooting advice
  • Good grasp of digital and social media, in relation to financial and capital markets
  • Operates  with  integrity  and  a  highly  client  centric  mind  set,  with  an  ability  to  build  and  enhance  strong  and meaningful client relationships
  • Ability to handle difficult clients in a professional and tactful manner 
  • Ability to work under pressure

Desirable

  • Proven client relationship experience
  • Degree or equivalent in Business or Finance related subject
  • Entry level candidates may be considered

KEY OBJECTIVES / KPIS

  • Quality and efficiency of work
  • Other discretionary KPIs (work attitude, punctuality, etc.)

COMPETENCIES

  • Communication
  • Team Work
  • Customer Focus
  • Proactivity and Ownership
  • Resilience and Adaptability
  • Problem Solving
  • Self-Management
  • Quality and Process Focus
  • Ability to work under pressure

* The candidate must be flexible and willing to work a full range of 9-hour shifts between 08:00 and 23:00 (Mondays to Fridays) to ensure coverage of opening and closing hours of the trading market.

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