Spanish Speaking Retention Agent

Company Overview

We are an established and consistently growing trading company. What brings us all together is how we approach different decisions, beliefs, and attitudes on a daily basis. Whatever we do in this Fintech industry, we are passionate on diversity, inclusion, and collaboration, all to deliver the maximum impact. Our tailored professional business to client services is what makes us stand out.

Position Summary

As a Spanish-Speaking Retention Agent, you will be responsible for building and maintaining strong relationships with existing clients to increase customer satisfaction, loyalty, and lifetime value. Your Forex trading knowledge will provide personalized support, guidance, and education to Spanish-speaking clients. Your role will contribute to client retention, revenue growth, and the overall success of our forex brokerage.

Responsibilities

• Provide exceptional customer service to Spanish-speaking clients through tele communication channels.
• Proactively reach out to existing clients to engage them in conversations about their trading activities, goals, and challenges, and offer personalized assistance and guidance to enhance their trading experience.
• Educate clients on forex trading concepts, strategies, and market trends, providing insights and analysis to help them make informed decisions and achieve their financial objectives.
• Monitor client trading activity, account performance, and risk exposure, identifying opportunities and potential issues.
• Address client concerns, complaints, and escalations promptly and professionally, resolving issues effectively and ensuring client satisfaction and retention.
• Collaborate with internal teams in the contribution of retention strategies and initiatives.
• Stay abreast about industry regulations, market developments, and competitor activities and maintain compliance with relevant laws and regulations.
• Utilize customer relationship management (CRM) systems and other tools to track client interactions, document client preferences and feedback, and analyze client behavior for improvement and customization.
• Meet or exceed retention targets, key performance indicators (KPIs), and quality standards set by the company, demonstrating a commitment to excellence, and driving results in client satisfaction and loyalty.

Requirements

• Based in Malta and willing to work on-site from Monday to Friday from 9:30am – 6:30pm.
• Fluency in Spanish, with strong verbal communication skills and the ability to effectively convey complex information to Spanish-speaking clients. Additionally, English language knowledge is preferred.
• Previous experience in customer service, sales, or retention roles (at least a 6-month period) within the forex or financial services industry preferred.
• In-depth knowledge of forex trading concepts, products, and markets, with the ability to provide accurate and insightful guidance and support to clients.
• Excellent interpersonal skills, with the ability to build rapport, establish trust, and maintain positive relationships with clients.
• Strong problem-solving skills, with the ability to analyze client needs, identify solutions, and address issues effectively and efficiently.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment, with a proactive and results-oriented approach to client retention.
• Proficiency in Microsoft Office applications and customer relationship management (CRM) software, with the ability to learn and adapt to new tools and technologies.
• High degree of professionalism, integrity, and empathy, with a genuine passion for helping clients succeed and achieve their financial goals.

What we offer

• Birthday off + birthday gift.
• Happy Hour Fridays.
• Biscuits, fresh fruit, and snacks daily.
• Quarterly Party celebrations.
• Paid holidays.
• Wellness benefits (discounts on gym membership, etc.)
• Collaborative and supportive work environment.

How to apply

If you would like to be part of this dynamic community and grow in the Forex industry, then working with us is the right place for you! Send us your CV on job.3tl31@jobsolutions.recruitee.com with the Job Description Title in the Subject. We will eagerly be waiting.