Client Services Executive (Finance / Trading)

  • SGD 40,000 - SGD 43,000
  • Singapore
  • Permanent, Full time
  • CMC Markets Singapore
  • 21 May 19

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 market place of online forex and CFD broking services.

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 has pioneered the development of online trading in markets around the world to become a world leading spread betting and CFD provider.

ROLE & RESPONSIBILITIES

  • Provide excellent and high calibre client service delivery to ensure a positive client experience
  • Provide timely and effective resolution of all client queries via telephone, in person, email or chat
  • Proactively respond to and manage inbound client queries professionally and efficiently
  • Educate and train clients in using our trading platform and on our trading products to increase our profitability through maximising clients’ trading volumes
  • Provide technical support for clients’ software problems relating to the trading platform
  • Manage the processing of all online and manual payments
  • Participate in targeted outbound reactivation calling to dormant account holders
  • Carry out administration duties where required, including account opening
  • Act as back up for Sales team when required
  • Provide support to CMC Markets clients from other regions as part of our around the clock service
  • Take ownership for ensuring accurate client information is updated and maintained in the Client Relationship Management (CRM) system
  • Liaise with other departments to escalate and resolve all client issues in a timely manner to ensure a consistently high level of client service
  • Act as a brand ambassador in all client interactions
  • Identify process improvements and maintain a full knowledge of Client Services manuals and procedures
  • 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
  • Maintain KPI and SLA targets, both individually and as a team
  • Comply with all Health and Safety, Security and other company policies
  • 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.

 

KEY SKILLS & EXPERIENCE

Essential:

  • 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
  • Excellent verbal and written communication skills in English and a preferred proficiency in Mandarin to provide support to both English and Mandarin speaking clients
  • Ability to work effectively independently and within a team
  • Enthusiastic, reliable and confident nature
  • IT Savvy and able to provide general IT troubleshooting advice
  • 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 and to work under pressure

Desirable:

  • Proven client relationship experience in financial markets
  • Degree or equivalent in Business or Finance related subject
  • Preferably 2-3 years’ work experience in the Banking and / or Financial Services industry
  • Experience in call centre environment preferred but not necessary
  • Entry level candidates may be considered

 

KEY OBJECTIVES / KPIs

  • Monthly call, email and chat statistics
  • Quality and efficiency of work
  • Monthly targets for reactivation of dormant accounts
  • 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

* 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), including Public Holidays to ensure coverage of opening and closing hours of the trading market. The candidate will also be required to provide support for internal and external events as and when extra manpower is needed, including events held after office hours and / or on weekends.

Interested applicants please send your application stating your expected remuneration to Ms. Cecilia Lim at c.lim@cmcmarkets.com