Client Experience Specialist, Forex

Sovereign Recruitment Solutions LTD
London City
£37000 - £43000/annum
09 Jul 2017
08 Aug 2017
Contract Type
Full Time
Client Experience Specialist, Client Services team

*Temp to Perm role. Perm after 6 months*
*Must be fluent in either German or Spanish*

Global brokerage specialising in Forex and CFDs.

Position Purpose
• Represent the Global Client Experience team in London to establish a complete model that differentiates them from its competitors globally.
• Espouse the client service model to optimise the clients experience for their diverse client base with the explicit goals of (1) achieving a “step change” in client satisfaction, (2) maximising client retention and (3) contributing to grow the Business & increase revenue.
• Contribute to driving change across the organisation to create a service-oriented culture.
• Champion cross-team collaboration to achieve a cultural shift: be a catalyst for change.
• Collaborate with both Marketing & Sales to help define & implement a framework/model to capture, review, action and report on key customer insights that may contribute to Business revenue.

Primary Areas of Responsibility
• Provide frontline support for all (relevant) client interactions covering telephone, e-mail and online media: aim to exceed clients’ expectations in every instance.
• Be the “first line of defence” (with other stakeholders) to identify, escalate and manage potential risk.
• Provide fall-back support for the Sales team (as appropriate).
• Pursue raw client leads per guidelines set by the Business.
• Perform “layer 1” trade investigation / validation / affirmation for MT4.
• Undertake key functions on MT4 to meet the organisation’s segregation of duties principles – e.g. filter & process client withdrawal requests.
• Contribute to the definition & implementation of a framework to derive maximum value for the Business by proactively contacting & managing clients based on insights and cross-selling.
• Espouse ethos of continuous improvement in the team and be proactive in proposing ongoing refinements to achieve results in line with strategy.
• Identify new business/revenue opportunities through client interactions & take initiative to escalate or act on them as they arise (as appropriate).
• Identify & propose opportunities to extend Client Experience team’s focus to the Institutional Business.
• Report on relevant trends & insights as they relate to client queries, complaints and potential opportunities to internal stakeholders.
• Meet the demands of both internal stakeholders and their diverse client base (covering the Institutional & Retail (private individual, SME, High Net Worth, Introducing Broker & White Label) sectors) in a growing fast-paced environment.
• Adhere to established policies, guidelines, procedures and training plans to meet the obligations set out in their compulsory literature.

Qualifications & Experience
• 2+ years proven experience working in a Client Experience/Service team in an equivalent environment delivering exceptional results (e.g. Global Capital Markets)
• Proficiency in German (or Spanish) language to represent the Group to a business level is a must
• Proven experience in the Financial Services industry (2+ years) preferred
• Proven experience contributing to behavioural & cultural change preferred
• Proven experience with technology-based implementations (as a stakeholder) preferred
• Good understanding of foreign exchange, derivatives, margin FX, index & precious metals brokerage industry strongly preferred
• Awareness of Operational Risk & Compliance landscape, as it relates to the industry preferable
• Experience of online Retail client platforms strongly preferred
• Knowledge of MT4 platform preferred
• Degree qualified (Finance, Accounting or related discipline preferred)
Specific Skill Set
• Digital, data & analytics expert
• Exceptional communication skills
• Role model for Client Service
• Results-oriented: able to deliver to tight deadlines under pressure
• Decisiveness: able to identify, prioritise & exploit opportunities as they arise
• Ability to influence outcomes through sensory acuity
• Strong presentation and analytical skills
• Relentless focus on continuous improvement
• Change Agent
Core Competencies
• Positive & collaborative team player
• Focused on developing both self & others across the organisation
• Agility – able to shift focus to meet business needs & embrace change
• Commercial acumen: understands the business we’re in
• Self-starter: consistently delivers results from own initiative
• Excellent organisational & time management skills
• Sets & consistently meets high standards
• Integrity