Customer Experience Associate

Job Description

<p><strong>INGOT Brokers</strong></p><br><p><strong>About INGOT Brokers</strong></p><br><p>Founded in 2006, INGOT Brokers has positioned itself as a pioneer in the financial trading industry providing superior offerings to its clients. Such offerings include competitive trading conditions furnished to facilitate clients’ access to various global markets (such as stocks, currencies, indices, and commodities, among others), several account types to suit the different types of traders, and top-notch trading platforms.</p><br><p> </p><br><p><strong>Licenses and Regulations</strong></p><br><p>INGOT Brokers and its shareholders also ensure strict adherence to the laws and regulations that protect clients, having obtained licenses from renowned regulating authorities including the Australian Securities and Investments Commission (ASIC), Jordan Securities Commission (JSC), the Financial Services Authority (FSA) in Seychelles, the Capital Markets Authority (CMA) in Kenya, and the Financial Sector Conduct Authority (FSCA) in South Africa. It is also registered in several countries around the globe including Saint Vincent and Grenadines and Dubai.</p><br><p> </p><br><p><strong>Offices and Employees</strong></p><br><p>INGOT Brokers has physical offices, representative offices, operation hubs, and/or consultants in Pakistan, the UAE, Australia, Jordan, Saint Vincent, Turkey, Thailand, Vietnam, South Africa, Kenya, Seychelles, and Iraq. In the Jordan entity alone, the company has approximately 170 employees – and increasing.</p><br><p> </p><br><p><strong>Duties and Responsibilities</strong></p><br><p><strong>Communication and assistance:</strong></p><br><ul><br><li>Communicate effectively and clearly with customers via chat, e-mail, and tickets</li><br><li>Receive outbound requests for assistance and support and respond with the utmost professionalism possible according to the company’s guidelines</li><br><li>Providing accurate information to clients regarding company’s products and services</li><br><li>Assisting with the opening of client accounts, updating existing accounts and records based on interactions</li><br></ul><br><p><strong>KYC and Compliance: </strong></p><br><ul><br><li>Verification and monitoring of Know Your Customer (KYC) documentation for clients around the globe</li><br><li>Knowledge regarding company’s compliance with regulations of different licenses </li><br><li>Cross reference multiple databases, ensure that regulatory aspects of AML and KYC are completed prior account opening</li><br><li>Collaboration with various Compliance officers on verification tasks</li><br></ul><br><p><strong>Operations:</strong></p><br><ul><br><li>Ability to identify, analyze, and escalate complex issues to Senior and/or Manager when necessary</li><br><li>Refer technical inquiries to the Back Office and follow up with the resolution</li><br><li>Follow internal policy and procedures when dealing with various account-related tasks</li><br><li>Receive inbound requests from Tele-sales and Wholesale departments, troubleshoot and liaise with appropriate departments when necessary</li><br><li>Updating the Portal with MetaTrader groups</li><br><li>Troubleshoot client’s tickets and complaints and propose solutions</li><br><li>Processing of transactions requests (Review and follow up) </li><br><li>Record manual transactions in coordination with the Payment Unit department</li><br></ul><br><p><strong>Requirements</strong></p><br><ul><br><li>Bachelor’s degree in finance and/or Economics is preferrable. Business Administration is acceptable. </li><br><li>1-2 years of experience in Customer Service and/or Financial Service preferred. Fresh graduates are welcome to apply</li><br><li>English and Arabic fluency</li><br><li>Very good troubleshooting and problem solving Skills</li></ul>