Customer Experience Advisor - Wealth

About the Role

Join RAKBANK's innovative and growth-driven culture as a Customer Experience Advisor focused on Wealth services. This position places you at the frontline, assisting customers with equity trading and U.S. market practices. Your expertise will help resolve technical and trading queries, ensuring a smooth and compliant experience for clients.

Key Responsibilities

• Provide clear explanations about key trading instruments such as stocks, forex, cryptocurrencies, and derivatives.
• Guide customers through various order types including market, limit, stop, and stop limit orders.
• Offer insights on margin, leverage, portfolio fundamentals, and corporate actions affecting trading.
• Troubleshoot technical difficulties like login issues, failed orders, and navigation within platforms.
• Utilize the GTNME Admin Portal to access and analyze customer accounts, trades, and backend data.
• Escalate unresolved matters to technical teams appropriately.
• Consistently adhere to KYC, AML, and data privacy protocols to protect customer information.
• Handle customer verification and documentation with precision.
• Educate customers about U.S. market trading sessions, including premarket, regular, and after-hours segments.
• Inform clients about key U.S. exchanges such as NYSE, NASDAQ, and AMEX.
• Manage inbound calls and chats with professionalism and empathy, aiming for first call resolution.
• Maintain detailed documentation of customer interactions for auditing and compliance.
• Stay informed on market trends, platform updates, and regulatory changes.
• Support other teams during busy periods to maintain high service standards.

Candidate Requirements

• Hold a bachelor's degree or equivalent qualification.
• Possess 1 to 3 years of relevant professional experience in equity trading support, brokerage operations, or financial customer service.
• Have a strong understanding of U.S. market practices, including trading hours, major exchanges, and settlement processes.
• Be proficient in navigating trading platforms and backend systems to effectively assist customers with technical and transactional inquiries.
• Demonstrate thorough knowledge of KYC, AML, and data privacy regulations to manage sensitive customer data compliantly.