Client Services Executive

at  CMC Markets

CMC are hiring! We have a permanent opportunity for a Client Services Associate to join our Client Services Stockbroking team, based in our Chatswood, Sydney office. This is an entry level role which could be suited to those looking for a graduate position in financial services or operations.
Please note that this role is only open to Sydney based candidates with full working rights.
About Us
CMC Markets is a global leader in CFD trading and share investing. Our vision is to provide the ultimate online trading experience so everyone can achieve their financial potential. Since our launch in London in 1989, we’ve expanded globally with offices across Europe and Asia Pacific. Over 1.2 million clients make 67 million trades with us every year, and we’re still growing.
Please note that we operate onsite working and would require you to come into our Chatswood office 5 days per week.
The Team
The Client Services team supports two lines of business – CFD’s and Stockbroking, operating in a multi-channel environment across voice, email and chat/messaging. The team is multinational with team members located across Sydney, Singapore, Auckland and Toronto and operating 24 hours a day across Monday to Saturday morning.

Role & Responsibilities

• Ensure timely support for our Stockbroking clients by providing exceptional experiences
• Provide excellent and high calibre client service to ensure a positive experience for all clients, focussing on getting it right first time, acting as a brand ambassador in all client interactions
• Proactively identify opportunities to improve the client experience.
• Maintain KPI and SLA targets, both individually and as a team
• Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
• Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required
• Participate in targeted outbound calling campaigns
• Ensure compliance with RG146 certification, including annual CPD points
• Other duties as appropriate to the position
• Available for a rotating roster between 7.30am and 8pm in our Chatswood location

Key Skills & Experience
To be a Client Service Associate and follow a career path in CMC you are an engaged and enthusiastic individual who is passionate about what you do. Making a difference in a client’s day means something to you and is what you strive to do on a consistent basis. You recognise soft skills as an integral element of your personal skill set, and you are comfortable in choosing to bring empathy and enthusiasm into your conversations with customers whether the request is something new, or a request you’ve faced multiple times already that week.
Development and growth are extremely important to you. You have a hunger to learn and grow skills, whether that be personally or professionally within the field of the financial markets. You are someone that wants to work within a meritocracy, where performance matters and you see KPIs as a means to prove yourself. You are someone that looks to consistently challenge yourself and strive to improve your results and output. Hard work is a part of your DNA and you are someone that does not like to leave a stone unturned.
You love to solve problems, more so for customers. When it comes to facing those tough calls, you are not afraid to assist when customers have complaints, you have experience and confidence in handling complaints, resiliency is a big part of who you are. If you are an advocate for customer excellence, then you are in the right place.

Benefits

• Charity give-back days.
• 1 extra annual day of leave for your birthday.
• A dedicated benefits & wellbeing hub, for you to save on groceries, access retailer discounts and enjoy various resources to enhance your physical & mental wellbeing.
• Receive an extra day of annual leave after each year of service (max 25 days of annual leave after 5 years of service).
• Social Club, Women@CMC, LinkedIn Learning and more.

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone

• Ensure timely support for our Stockbroking clients by providing exceptional experiences
• Provide excellent and high calibre client service to ensure a positive experience for all clients, focussing on getting it right first time, acting as a brand ambassador in all client interactions
• Proactively identify opportunities to improve the client experience.
• Maintain KPI and SLA targets, both individually and as a team
• Proactively respond to and manage inbound client queries through Phone, Email, Live Chat and Messaging, professionally and efficiently.
• Escalate all client issues in a timely manner to appropriate levels to ensure a consistently high level of client service if required
• Participate in targeted outbound calling campaigns
• Ensure compliance with RG146 certification, including annual CPD points
• Other duties as appropriate to the position
• Available for a rotating roster between 7.30am and 8pm in our Chatswood locatio