The Partner Success Analyst supports clients across various trading platforms, manages accounts, resolves inquiries, processes trades, and assists with reports and payments while adhering to regulatory requirements.
Partner Success Analyst will provide client support across all client groups whilst working collaboratively with the business. The role is very varied and exploits different skillsets, including front and back-office responsibilities.
Main Duties & Responsibilities:
- Being the first point of contact for LMAX Global and Digital clients and acting as an ambassador for the company servicing clients across different trading platforms.
- Providing client support at all levels, dealing quickly and efficiently with enquiries or complaints by phone, post, email and live chat.
- Carrying out administrative back-office tasks that are in line with client account management and support, which includes running reports, account statements, dealing with ad-hoc external client and internal requests.
- Perform the role of a trader, processing client trades over the telephone
- Assist clients with an understanding of their trade executions with an in-depth analysis
- Client account management – includes opening an account, documents chase up, dealing with trading queries, following up on clients’ payment and trading activities
- Carry out basic Payments tasks, such as fund transfers to and from MT4/5 and inter account transfers, verifying client bank accounts, raising deposits to Broker Operations
- Understanding of CFD dividends & FX Swaps to assist clients with their queries
- Support the Sales team where necessary
- Support Introducing Brokers and their clients
- Work to weekly, monthly and quarterly objectives and targets
- Follow internal policies and adhere to regulatory requirements
Requirements
Essential Skills / Experience:
- Business Fluency in written and verbal English
- Effective relationship builder and influencer.
- Pragmatic and flexible with ability to handle ambiguity and remain focused.
- Confident and proactive in communicating with people at all levels and a good team player
- Performance driven and results orientated with a strong bias for action and outcome. Strong problem solver.
- Can handle large workloads and remain calm and productive in stressful situations
- Reliable and willing to work antisocial hours to meet client requirements, solve their problems and thus encourage future business.
- Proficiency in MS Office applications.
- Previous client facing experience
Benefits
- 25 days of holiday
- Bonus
- Pension: CPF
- Private medical and dental coverage
- Term Life
- Personal Death and Accident Insurance
- Wellness contribution program with access to ClassPass
- Plumm Platform
- Five volunteering days
- Give as You Earn initiative
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