Client Relationship Manager - CIS

Компания "EXNESS Global Limited"

Your role at Exness:

A member of the specialized client-facing department focused on delivering exceptional customer service to high-value client segments, ensuring they receive prompt, efficient and effective support, as well as retention of high-value clients through a value-driven relationship-based approach. As a key front-line function within the company's growth strategy, Client Relationship Manager supports mass-retail customers by achieving desired outcomes by providing support and guidance on the client user journey.

You will:

Client Relationship Management

• Act as the dedicated relationship manager for a number of key clients portfolio assigned, delivering the personalized account servicing to foster trust and long-term relationships.
• Communicate with clients via inbound chats, calls, outbound calls, callback requests, and face-to-face interactions, ensuring the highest standards of communication are consistently met.
• Proactively address client needs, ensuring timely and effective solutions are provided to enhance the client experience.
• Handle complex and high-priority client issues and escalations with professionalism and urgency.
• Own the resolution and satisfactory outcome of clients issues end to end
• Collaborate with cross-functional teams to deliver tailored solutions that meet client expectations and uphold service standards.
• Conduct quarterly in-person meetings with clients to strengthen relationships and foster a sense of exclusivity and trust.
• Keep Clients informed of our company products, features and relevant compliance updates
• Analyze clients' portfolios and proactively reach out to those who have ceased trading activity to identify their concerns, offer tailored solutions, and ensure client retention and satisfaction.
• Do travel in-country for business face to face meeting with clients as mandatory and other offline activities required by Commercial Directors /Regional Directors as required to build trust, develop the relationship further or resolve outstanding KYC/SOF//AML related needs.

Customer Services

• Provide high quality service to your dedicated top key value clients portfolio assigned and also exceptional services to a number of non-dedicated Clients ensuring queries and concerns are addressed efficiently and effectively.
• Facilitate smooth client interactions across multiple communication channels while maintaining a customer-centric approach.
• Communicate with clients via inbound chats, calls, outbound calls, callback requests, and face-to-face interactions, ensuring consistently high standards of communication and services

Protection and Compliance

• Support compliance efforts by ensuring the collection of Source of Funds (SoF) documents and adherence to KYC requirements.
• Maintain a thorough understanding of regulatory standards and ensure all interactions are compliant with company policies.
• Identify and escalate potential compliance risks, ensuring a proactive approach to risk management.

Knowledge and Skills Development

• • Maintain expert knowledge of the company’s products, services, and industry trends to provide value-driven solutions to clients.
  • Stay updated on market developments, compliance requirements, and best practices to ensure professional growth and adaptability.

What makes you a great fit:

• Minimum 2 years of experience in client relationships or any relevant client-facing roles within the financial services industry.
• Strong problem-solving skills and the ability to handle high-pressure situations.
• Excellent communication both verbal and written in native language (Uzbek or Kazakh or Russian) and English
• Excellent presentation skills in both native language and English.
• Excellent convincing and influencing skills.
• Persistence, critical thinking and analytical skills.
• Experience working with Salesforce, Tableau and other reporting tools.
• Graduating with a Bachelor degree is compulsory.
• Ability to work in a fast-paced environment, high pressure, multi-task with attention to detail and meet deadlines
• Able to work in a team and individually when need be
• Willingness to travel for Business Trips.
• Investment license/financial certifications highly regarded.

What we offer along the way:

• Competitive and attractive compensation
• Extensive learning opportunities, such as professional training and certifications, soft skills development, free English courses.
• Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for vision and dental care
• Generous time off, including 21 days of annual leave and paid sick leave
• Education allowance for your children’s school and kindergarten fees
• Allowance for sports club memberships or other physical exercise activities
• Meal and transportation allowance
• A parking space near the office

Your journey after applying:

1. First interview (30 minutes)
2. English Quiz
3. Written Capability Test
4. Verbal Capability Test
5. Technical Assessment
6. Final interview (1 Hour)

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