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Customer Support
MENA

Senior Client Service Representative

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We are a rapidly growing financial institution looking to elevate our client servicing capabilities. Our award-winning trading platform delivers exceptional user experiences and cutting-edge features. We are on the lookout for top-tier talent who can help us maintain and expand our service excellence as we grow. If you're an experienced leader in client services with strong financial and operational insight, we’d love to meet you.


Join a dynamic environment where innovation and client satisfaction are at the core. As a Senior Client Service Representative, you’ll lead by example, championing client-centric practices while mentoring a team to deliver exceptional support across channels. You will also play a key role in aligning client servicing operations with compliance standards and business goals.


Responsibilities


  • Team Leadership: Lead, mentor, and manage the customer support team to ensure high performance, continuous improvement, and professional development through coaching, feedback, and structured training programs.
  • Client Escalation & Service Delivery: Serve as the escalation point for complex or high-priority client inquiries via phone, email, and live chat, ensuring swift and accurate resolution while maintaining superior client satisfaction.
  • Account Lifecycle Management: Oversee full account lifecycle operations, including opening, updates, renewals, and closures. Review and validate documentation, ensuring regulatory compliance and internal policy alignment.
  • Transaction Oversight: Supervise client fund movements (deposits, withdrawals, transfers) in coordination with the back office and accounting teams, ensuring timely and accurate processing.
  • Cross-Department Reconciliation: Lead monthly reconciliation efforts between departments (support, finance, and dealing) to validate client transaction accuracy and resolve discrepancies.
  • CRM Oversight: Ensure accurate and compliant CRM data entry during account setup and maintenance. Maintain internal controls and uphold data integrity.
  • Regulatory Coordination: Act as the key liaison with the compliance department to implement evolving regulatory requirements (KYC, CDD, dormant accounts, power of attorney) and maintain reporting standards.
  • Process Optimization: Identify recurring issues and service bottlenecks, recommending and implementing process improvements to enhance client experience and operational efficiency.
  • Client Education: Stay up to date with product features, platform enhancements, and market changes. Support client onboarding and education to maximize their understanding of platform functionality and trading tools.
  • Reporting & Analysis: Prepare comprehensive reports on client activity, team performance, support KPIs, and recurring issues. Present insights and solutions to senior management for strategic decision-making.
Requirements


  • Education: Bachelor’s degree in Business, Finance, Economics, or a related field.
  • Experience: Minimum of 4–5 years in client services or support roles within the financial or fintech sectors, including at least 1–2 years in a leadership or supervisory capacity.
  • Technical Skills: Proficient in MS Office Suite and CRM platforms. Familiarity with trading platforms, financial products (CFDs, FX, etc.), and reconciliation processes is required.
  • Soft Skills: Strong leadership and communication skills, analytical thinking, and a client-first mindset. Ability to multitask in a high-pressure environment while maintaining attention to detail.
  • Language Skills: Fluent in English (CEFR B2 or higher); additional languages such as Arabic are a plus.
  • Regulatory Knowledge: Strong understanding of AML, KYC, GDPR, and other financial regulatory compliance standards.
  • Availability: Willingness to work flexible hours, including weekends and holidays, depending on client and operational needs.
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.