Aug 18, 2022

Senior Brokerage Support Officer (Chinese Speaking) (881)

  • equiti
  • Limassol, Cyprus
Full time Account Management Client Services Customer Support Trade Support Analyst

Job Description

The Senior Brokerage Support Officer is a key member and part of the brokerage support team, which is mainly responsible for supporting and servicing broker to broker (B2B) & High Net Worth (HNW) clients and partners (IB). The team is the client’s unique point of contact, their main responsibility is resolving clients’ issues, answer any query/question and escalate matters to the relevant department(s) when required

Duties and Responsibilities

•    Assisting with the onboarding of B2B clients and setups (commercial and technical onboarding)
•    Support through all available channels for B2B clients, partners and sales
•    B2B IB & MM setups, documentation & monitoring
•    Handling all Equiti clients’ Special requests
•    Point of contact for all trading issues, affected clients and action points (in terms of service, not technical)
•    Creating and implementing processes and procedures to increase efficiency and automation
•    Submitting projects relevant to brokerage, being a key member and coordinating with the Head of Brokerage Support and the products team for requirements and implementations
•    Ensuring all processes & documents are updated and properly filed in an organized way and shared with the team 
•    Train new members, and assist members of the team with the implementation of the procedures, improving their knowledge and reaching excellence
•    Oversee the performance of the department and junior team members ensuring SLAs and KPIs are met
•    Make sure regular monitoring and reconciliation checks are in place as required and there are adequate controls
•    Provide solutions to all brokerage related issues clients might face and report issues on a monthly basis, ensuring compliance guidelines are met, and issues are escalated and dealt with
•    Communicate with line managers and sales staff on updates, processes or any information related to brokerage
•    Point of contact when Head of Brokerage Support is not available
•    Assisting Head of Brokerage Support and Head of Operations with any ad hoc requests
•    Act as a senior figure within the company and a point of contact for all other departments
•    Actively contribute to the improvement and growth of the department 


Skills and Competencies

•    Deep trading knowledge and experience
•    Knowledge of MT4 trading platform and reporting functionalities
•    Basic experience with PrimeXM and good knowledge of market orders and types
•    Ability to deal seamlessly with clients from all levels, backgrounds and cultures
•    Ability to work in a fast-paced environment and cope with stress while accomplishing tasks
•    Excellent Internal and external communication skills 
•    Excellent Spoken and written English. SC (simplified Chinese) or TC (Traditional Chinese), Additional languages are a plus. 
•    Pro-active and self-motivated
•    Strong problem-solving skills
•    Strong Team worker with motivational and ethical skills
•    Ability to work with a flexible and agile environment
•    Ability to work with team members and departments remotely and across different offices
•    Willing to travel as and when required


Educational / Experience Requirements

•    5+ years’ experience in FX & CFDs industry, preferably in Support and/or trading and/or Sales trading
•    Higher education preferred 
•    Proven experience in providing excellent customer service