Customer Services & Retention Associate Evening/Day Shift Native Indonesian with fluent English.

Our client is a global business, based in London with almost two decades of experience in online Trading. With a multi-asset class platform, industry spreads and world-class market analysts, the company has grown to become the financial trading provider of choice for serious traders.

They are looking to hire a Customer Services & Retention Associate Evening/day Shift. The successful candidate should be Native Indonesian with fluent English.

• Trade dispute resolution, retention and complaint management.
• Supporting our various technical and mobile platforms, as well as generally assisting with any client queries that arise.
• Front-end payment support and assistance with queries.
• Processing deposits and account opening during office closed hours.
• Once fully competent in all aspects of client support, more responsibility will be given for executing trades.
• Customer retention and feedback.
• In the longer term, the successful candidate may be given exposure to direct client management.
• 24 hours multilingual services.
• Adviser and consultant to the On-Boarding Manager.
• Ensure departmental policies and procedures are adhered to.
• To open new customer accounts and maintain existing records in line with policies and procedures for the Spread Betting, CFD and Forex departments.
• Act on behalf of the On-Boarding & AML Manager in her absence.
• Opening accounts in accordance with Company policy and procedure.
• Providing white label specific support on account opening.
• Depositing all bank transfers to the company
• Investigate any deposits issues.
• Following Anti-Money Laundering policy and procedure.
• Ensuring effective delivery of the service, meeting SLA standards.
• Reviewing, approving and opening spread betting, CFD and Forex accounts including assessing client suitability.
• Preparation, maintenance, filing and scanning of customer documentation, ensuring it meets regulatory requirements.
• Processing faxes, post and phone enquiries relating to account Applications.
• Screening clients for sanctions, PEP and adverse media.
• Generation of letters for new and prospective clients.
• Reporting any suspicious deposits, withdrawal or activities to the Compliance department, customer services & retention supervisor, senior customer services and retention associates and to Global Head of customer services and retention.

• Educated to degree level.
• Fluent in English (verbal and written).
• Fluent in Indonesian (verbal and written) and if additional languages are always welcome.
• Excellent interpersonal and communication skills.
• High level of numeracy.
• A keen, demonstrable interest in – and understanding of – financial markets.
• Six months’ experience working in a client-facing, administrative role (which could have been gained either through a “gap year” or as part of a student part-time role).
• Minimum of 3 months’ experience in customer services and retention role.
• High level of accuracy and attention to detail.
• Minimum 6 months of experience using CRM, Chat, phone, and social media services.
• Works well under pressure.
• Self-motivated and able to work at a consistently high standard.
• Able to be proactive when necessary.
• A logical and analytical approach.
• Very well organized with good time management skills.
• Computer literate in Microsoft Office.
• Working Hours: Shifts day/ Evening 8:00 AM- 5:00 PM & 4:00 PM- 01:00 AM but must be flexible to cover other shifts when needed.