Client Service Specialist (L2)

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

Responsibilities

As we continue to scale new heights, we’re looking for a Client Service Specialist L2 to help safeguard client satisfaction and ensure we offer service levels of the highest standards.

• Be the first point of contact for concerns by monitoring the relevant Slack channels and promptly assessing any incoming client queries.
• Investigate concerns with care and precision, providing clients with thorough, well-reasoned responses that resolve or address their issues.
• Maintain clean, accurate records across relevant registers, including redress actions, categorisation, dates, and client details.
• Monitor client vulnerability alerts and ensure timely assessment and escalation when appropriate.
• Oversee designated vulnerability channels, create relevant tasks, and coordinate any urgent actions - when necessary.
• Stay in the loop with any potential incidents, and maintain updated knowledge on market updates via internal channels, and understand how they may impact our clients.
• Assist the rest of the team with chats, emails and calls when required.

Requirements

• Proven experience handling complex and sensitive client cases.
• Strong understanding of regulatory frameworks and license-specific terms.
• Meticulous attention to detail with exceptional documentation habits.
• A client-first mindset with a genuine passion for mitigating concerns and improving experiences.
• Prior experience in client services or financial services is desirable.
• AML or/and CySEC Advanced certification is a strong plus.
• Business level proficiency in English or above (equivalent to B2 or above in CEFR) 
  

What you will get in return:

• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock.
• Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.

Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.