Customer Services & Retention Specialist Day shift ( German native / Fluent English)

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Job Description

Our client is a well-established company with CySEC and FCA license. For their Limassol office they’re currently looking for a German speaking for the Customer Service & Retention Specialist role. The The ideal candidate will be fluent in German and English and will have previous experience in a customer facing role.

Job Responsibilities

• Trade dispute resolution, retention and complaint management.
• Main responsible for retention, complaint & leads campaigns
• B2B Partners account managing queries
• First contact support and customer reassurance
• 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

Requirements

• Educated to degree level.
• Fluent in English (verbal and written).
• Fluent in  German (verbal and written).
• 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 3 years’ experience in customer services and retention role.
• High level of accuracy and attention to detail.
• Minimum 6 months 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 organised with good time management skills.
• Computer literate in Microsoft Office.

Special Conditions

• The team is required to work shifts throughout the week, with approximately Day, afternoon and night shifts per week, to ensure there is adequate support for the different time-zones and international markets that we cover.
• It may occasionally be necessary to work at weekends and/or bank holidays.
• Occasional short AML & compliance documentation support.
• Working Hours: Shifts day/ Evening 8:00 AM- 6:00PM & 4:00 PM- 01:00 AM