Job Description

About the role:
The Client Support & Operations Specialist is responsible for delivering prompt, professional, and high-quality support to clients and partners of the brokerage. This role combines client support and operational functions, including handling inquiries, account setups, assisting with agent onboarding, rebate configuration, and supporting internal coordination across departments.  

Your Mission:

Sales & Client Support 

• Provide timely and professional support via email, live chat, and other communication channels. 
• Guide clients through the account opening process, including KYC/AML documentation and verification. 
• Address inquiries regarding trading platforms, accounts related, and company products. 
• Support sales and retention teams with client-related operational tasks. 
• Maintain accurate records of all client interactions and updates in CRM systems. 

Account & Agent Operations 

• Handle trading account setups, ensuring proper configuration and functionality. 
• Process agent setups, including onboarding, account mapping, linking of client accounts, and rebate structure configurations. 
• Manage agent rebate setup, calculation, and reconciliation in collaboration with Back Office and Partner Management teams. 
• Monitor and verify client and agent account data to ensure accuracy and compliance. 
• Identify and escalate discrepancies or technical issues for resolution. 

Inter-Departmental Coordination 

• Collaborate closely with Operations, Compliance, Finance, IT, Sales, and Partner Management teams to resolve client and agent issues. 
• Ensure smooth handover and communication between departments for efficient issue resolution. 
• Uphold internal service standards, data accuracy, and information confidentiality across all processes. 

Job Requirements

• Diploma or Bachelor’s degree in Business, Finance, Economics, or a related field. 
• Fresh graduates are welcome; prior experience in customer service, brokerage or financial services is an advantage.   
• Excellent proficiency in both English and Mandarin (spoken and written) is required to effectively communicate with Mandarin-speaking clients.
• Strong communication, analytical, and problem-solving skills with a client service skills. 
• High attention to detail and accuracy in both operational and service-related tasks. 
• Ability to work on 24/5 rotational shifts to cover global trading hours. 
• Proficiency in Microsoft Excel, CRM systems, and basic data management tools. 

Join our globally expanding company and grow with us as we continue to build a future of success, united by our core belief: In Trust We Succeed.

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Skills