Position Overview & Specifications
We are currently searching for a bilingual executive to join our Client Management team. To be successful in this role you will need to be fluent in both Italian and English, both written and speaking.
Within the role you will be responsible with dealing with daily queries from our retail clients on a variety of investments such as CFD's, Spread betting and Shares. Full training provided to give you the skills required to successfully navigate our award winning platform for our clients.
You would be required to be available for the below shifts over a hybrid working environment - 3 days office and 2 days from home.
Monday to Friday;
- 7:30am - 4:30pm
- 8am - 5pm
- 9am - 6pm
- 11am - 8pm (work from home)
- 1:30pm - 9:30pm (work from home) - you would work one of these shifts per week.
- Be responsible for every touch-point during the client lifecycle in your relevant region.
- Use our PSA system to contact the following leads in order to achieve an active client: Demo customers
- Live Applications – to gathering outstanding documents.
- Not Yet Funded (NYF)
- Not Yet Traded (NYT) – to prepare the client to place their first trade
- Gathering the wet-ink signature document (if needed)
- Inactive – to resolve any issues in the hope of reactivating the client
- Working closely with members of your team to ensure service in your relevant language is covered during our working hours.
- Manage the ongoing relationship with clients allocated to you. Be proactive in finding reasons to regularly contact these clients – e.g. changes to our products / services, inviting them to client events, news about a stock they are holding, monthly catch-up etc. They should always know you are there to provide assistance.
- Provide high calibre client service to ensure a positive client experience
- Work alongside the marketing team in writing or translating new communications, website material or marketing campaigns.
- Take ownership for owning and driving an excellent client experience for our clients, which includes: trading execution (trade on behalf of clients), query / complaint management and education.
- Proactively respond to and manage inbound client queries professionally and efficiently.
- Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service.
- Monitor competitor companies within related markets and apply insights to help CMC continuously improve.
- Keep abreast of global and economic news in order to provide execution trading support to clients.
- Act as a brand ambassador in all client interactions.
- Demonstrates passion and enthusiasm for our products and services
- Operates with integrity and a highly client centric mind-set
- Excellent verbal and written communication skills, fluency in one or more European languages (Italian)
- Ability to work effectively as part of a team
- Intermediate knowledge/experience of financial markets
- Undergraduate degree in relevant discipline desirable