CMC Markets

Premium Client Services Team Leader (BB-29E94)

Found in: Neuvoo AU

Description:

Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses. CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches in 13 countries.

CMC offers an award winning online and mobile trading platform, enabling clients to trade up to 10,000 financial instruments across shares, indices, foreign currencies, commodities and treasuries through contracts for difference. In Australia, the Group also offers stockbroking services.

CMC is committed to recruiting, developing, retaining and motivating exceptional people who are talented, innovative and focused on delivering excellence. We acknowledge that this goes hand in hand with the Group’s ongoing and future success. This is achieved through embedding the Group’s values throughout the workforce as well as offering competitive rewards and benefits.

Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses. CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches in 13 countries.

CMC offers an award winning online and mobile trading platform, enabling clients to trade up to 10,000 financial instruments across shares, indices, foreign currencies, commodities and treasuries through contracts for difference. In Australia, the Group also offers stockbroking services.

CMC is committed to recruiting, developing, retaining and motivating exceptional people who are talented, innovative and focussed on delivering excellence. We acknowledge that this goes hand in hand with the Group’s ongoing and future success. This is achieved through embedding the Group’s values throughout the workforce as well as offering competitive rewards and benefits.

The Group values centre on quality, clients and integrity.


• Put clients first


• Lead with quality


• Set the standards

More detail on the Group can be found on

ROLE PURPOSE

The role of the Premium Client Services Executive is to provide a continuous daily mix of exceptional relationship management, business development as well as provide execution services and risk management to the most valuable clients of CMC. By achieving this high level of service, the desired aim is to maximise Premium Client retention, along with growing and improving CMC’s business through a mix of client referrals and networking.

ROLE AND RESPONSIBILITIES

  • Provide proactive, end-to-end high quality service for our premium value clients to ensure a positive, tailored trading experience, thereby optimising revenue growth for the business.
  • Constantly improving and innovating to create real points of differentiation in our markets.
  • Identifying and realising opportunities to educate our premium value clients on our products and range of services.
  • Applying individual insight to identify ways to improve our service proposition to premium value clients.
  • Provide proactive and timely support for the client.
  • Provide excellent and high calibre client service to ensure a positive client experience
  • Take ownership for ensuring accurate client information is recorded in relevant internal systems (e.g. CRM, GBST, etc) in a timely manner if required.
  • Proactively identify and cross sell additional products and services to existing clients.
  • Proactively identify opportunities to improve the client experience.
  • Proactively respond to and manage inbound client queries professionally and efficiently.
  • Effectively deal with client queries, taking ownership and focussing on getting it right first time
  • Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required.
  • Where authorised, execute orders with speed, accuracy and efficiency.
  • Act as a brand ambassador in all client interactions.
  • Maintain KPI and SLA targets, both individually and as a team.
  • Flexible with working Hours - Rotating Rosters.
  • Participate in targeted outbound calling incentives.
  • Follow all governance policies, internal policies, processes and external regulatory requirements.
  • Maintain personal/professional development to meet the changing demands of the role, including all relevant regulatory and legislative training
  • When dealing with all customers, clients or colleagues ensure that we provide a clear, fair and consistent high quality service that presents a professional and positive image of CMC Markets
  • Take all reasonable steps to ensure appropriate confidentiality
  • Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role
  • KEY SKILLS AND EXPERIENCE

  • Minimum 1 – 2 years sales and service experience required, ideally in a retail financial services environment, experience within a stockbroking environment, back office, scrip etc essential
  • Undergraduate degree in relevant discipline desirable (Business, Finance, Economics etc.)
  • Excellent verbal and written communication skills
  • Strong knowledge/experience of financial markets
  • Expert knowledge of platform and products
  • Demonstrates passion and enthusiasm for our products and services
  • Operates with integrity and a highly client centric mind-set, with an ability to build and enhance strong and meaningful client relationships
  • Ability to work effectively as part of a team
  • Ensure compliance with RG146 certification, including annual CPD points
  • KEY OBJECTIVES/KPIS

  • As outlined in the annual KPI setting process
  • COMPETENCIES

  • Communication
  • Team Work
  • Customer Focus
  • Resilience & Adaptability
  • Problem Solving
  • calendar_today2 days ago

    report

    info Full time

    location_on Lakemba, Australia

    work CMC Markets

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