Help customers with their trading and administrative issues to full resolution in a pro-active manner to ensure customer experience remains positive.
Be aware of financial market news and upcoming events to be anticipatory and informative with the customer base to deliver a higher-than-expected service.
Update all records of client interactions in the CRM and associated systems throughout the day and to departmental standard.
Ensure that you act with adherence to all Treating Customers Fairly (TCF) principles and relevant regulatory requirements.

Previous experience in the financial services sector or similar environment
Knowledge or strong interest in CFD, FX, or online trading
Experience working with a CFD broker or similar environment
Strong customer service and problem-solving skills
Ability to handle client queries across multiple channels (email, phone, live chat)
Good understanding of financial markets and ability to stay updated on market news
Attention to detail with accurate record-keeping in CRM systems
Strong communication skills and ability to engage with a global client base

Customer Success Analyst

Key skills