Broker Operations Analyst - London, United Kingdom - LMAX Group
Description
About the Role:
Broker Operations Analyst will provide client and operational support across all client groups whilst working collaboratively with the business.
The role is very varied and exploits different skillsets, including front and back office responsibilities.Main Duties & Responsibilities:
Being the first point of contact for LMAX Global clients and acting as an ambassador for the company servicing clients across different trading platformsProviding client support at all levels, dealing quickly and efficiently with enquiries or complaints by phone, post, email and live chatCarrying out administrative back-office tasks that are in line with client account management and support, which includes running reports, account statements, dealing with ad-hoc external client and internal requestsPerform the role of a trader, processing client trades over the telephone Assist clients with an understanding of their trade executions with an in-depth analysisClient account management - includes opening an account, documents chase up, dealing with trading queries, following up on clients' payment and trading activitiesCarry out basic Payments tasks, such as fund transfers to and from MT4 and inter account transfers, bank deposits and withdrawals, verifying client bank accounts, raising payment ticketsUnderstanding of CFD dividends & FX Swaps to assist clients with their queriesSupport the Sales team where necessarySupport Introducing Brokers and their clientsWork to weekly, monthly and quarterly objectives and targetsFollow internal policies and adhere to regulatory requirementsChampioning swift and effective service that increases opportunities and revenueRemain professional at all timesEnsure that more complex client issues are followed up and resolved in a timely mannerUnderstand and anticipate the needs and expectations of the clients Liaise with the team in Asia, providing support where necessaryWork closely with the Treasury department regarding any payment queries of funds in and out Understand the high-level functioning of MT4 platform and its relation to LMAX servers; raise any issues with the relevant people - Risk and MT4 teamWork closely with the Client Onboarding teamAssist clients with the setup of demo accountsCreation and upload of rate cards to implement different commission structuresIdentify client leads and assign the relevant sales personWork with the Risk department in offering clients higher leverage or additional accountsFeedback reoccurring client issues to the Supervisor and relevant internal departments, where applicableUpdate all databases and ensure client information is accurateContribute to the ongoing development and improvement of the LMAX Global client experience RequirementsEssential Skills / Experience:Business Fluency in written and verbal EnglishBusiness Fluency in written and verbal SpanishEffective relationship builder and influencerPragmatic and flexible with ability to handle ambiguity and remain focusedConfident and proactive in communicating with people at all levels and a good team playerPerformance driven and results orientated with a strong bias for action and outcome.
Can handle large workloads and remain calm and productive in stressful situationsReliable and willing to work antisocial hours in order to meet client requirements, solve their problems and thus encourage future businessProficiency in MS Office applicationsPrevious client facing experience Desirable Skills / Experience:
Additional languages advantageousUnderstanding of FX & CFDsExperience in and knowledge of the financial sectorExperience using MT4 or MT5 trading software