Premium Support Officer

Equiti is a pioneering fintech firm and world-class provider of multi-asset fintech products - from liquidity solutions to in-house tech hubs to online trading platforms. With over 400 global specialists in 9 languages, Equiti provides clients with access to individual, professional, and institutional brokerage services in Europe, the Middle East, and Africa.

At Equiti, we believe that financial opportunities can unlock potential for everyone, everywhere. We’re on a mission to deliver accessible online trading products around the world through education and accessibility.

Think finance is stuffy? Think again.

We see Equiti as a new breed of broker, and we are on the lookout for talented individuals who can perform and excel in a dynamic and innovative working environment. Our Retail Operations department would like to welcome a detail-oriented.

Premium Support Officer in our office in Dubai

As a Premium Support Officer you will be responsible for supporting and managing Equiti Group’s Brokerage and Premium Clients. Own all parts of the Brokerage products life cycle to deliver a product in line with Equiti Group’s global strategy.

Support and manage Equiti’s Premium clients relationships, resolving their issues, answering their queries, escalating when required and reporting the performance and improvements required to reach optimal customer experience.

Responsibilities

• Manage and own all facets of the Premium & B2B clients journey, from understanding requirements, finding solutions, and executing delivery of the solution.
• Ensure the smooth onboarding of new B2B and Premium clients on various platforms.
• Focus on managing client relationships to drive more revenue and improve retention rates.
• Provide support to new and existing clients.
• Communicate product enhancements, new offerings. complaints trends and test new products. Providing operational and trade support to sales and clients.
• Receive, assess, and resolve High Value client queries and reqeusts via all channels available.
• Provide clients with detailed assistance and resolve their issues in a timely and professional manner.
• Provide detailed reporting and analysis to the management on all questions, issues, and resolutions. Suggest and lead the changes to improve service.
• General market update on current trading levels/news/results.
• Provide system guides/platform navigation information and technical support.
• Platform training sessions via teams/zoom or in person.
• Complaints handling and escalation.
• Create and expand the current processes and procedures to improve the overall efficiency and documentation.
• Prioritize workload as required and ensuring all calls / visitors are dealt with appropriately.
• Assist with ad hoc projects and requests as assigned by the department manager.
• Assist members of the team with the implementation of the procedures, improving their knowledge and reaching excellence.
• Actively contribute to the improvement and growth of the department.

Skills & Competencies

• Trading knowledge and experience.
• Knowledge of the MT4/MT5 platforms and reporting functionalities.
• Excellent Internal and external communication skills
• Excellent Spoken and written English & Arabic. Additional languages are a plus.
• Pro-active and self-motivated
• Strong problem-solving skills

Experience Requirements

• 3+ years of experience in FX & CFD industry, preferably in Support/Trading or Sales Trading.
• Bachelor’s Degree in Business, Finance, or related area of expertise

Perks

Each of our offices has its special perks; be it ‘no ties’, free lunches, charity events, or a hybrid work policy – but whenever you walk into an Equiti office, you’re sure to see a friendly face. We encourage international collaborations and always keep our eyes open to how we can do more.

The benefits you can expect at your Equiti workplace include:

• Competitive salary package
• Performance-based bonus
• Medical insurance coverage for employees and family members
• Smart working options
• Employee wellness initiatives
• Personalized career development
• Company lunch in the office
• Regular company events

With energy, drive, and imagination, there’s no limit to where your career can go at Equiti. With a diverse workforce and geographical spread of offices, we strongly support career development initiatives as well as provide a range of opportunities for professional and life experiences.

Equiti is an equal opportunity employer.

“Equiti” refers to a group of companies consisting of seven regulated financial services companies licensed to operate in the respective jurisdictions of their incorporation, in addition to our tech and marketing hubs. Equiti has presence in Africa, Europe, and the Middle East.