Stock Broker

Position Summary:

We are seeking a highly motivated and customer-focused Chat Agent to join our dynamic team. The ideal candidate will be responsible for providing accurate, timely, and professional support to our clients regarding their securities business queries via live chat. This role requires a strong understanding of stock market operations, investment products, and excellent communication skills to assist clients with their trading and investment-related inquiries.

Key Responsibilities:

Live Chat Support: Respond promptly and efficiently to a high volume of inbound customer chat inquiries related to stock market activities, trading platforms, and investment products.

Query Resolution: Accurately identify and resolve customer issues, including but not limited to:

Account-related queries: Account opening, KYC, login issues, password resets, demat account statements.

Trading queries: Order placement (buy/sell), order status, trade execution, margin calls, stop-loss orders, bracket orders, cover orders, options and futures trading.

Market information: Stock quotes, historical data, market indices, corporate actions (dividends, splits, bonuses, rights issues).

Platform navigation: Guiding customers through the trading platform, mobile app, and web portal features.

Product information: Explaining various investment products (equities, mutual funds, ETFs, derivatives, bonds, commodities).

Regulatory compliance: Providing information on regulations, exchange rules, and other relevant guidelines.

Fund transfers: Inquiries related to deposits, withdrawals, and fund settlement.

Information Dissemination: Provide clear, concise, and accurate information, explaining complex financial concepts in an easy-to-understand manner.

Escalation Management: Identify and appropriately escalate complex or unresolved issues to the relevant internal departments (e.g., trading desk, back office, compliance) while ensuring a seamless customer experience.

Documentation: Maintain detailed and accurate records of all customer interactions and resolutions in the CRM system.

Feedback & Improvement: Proactively identify trends in customer inquiries and provide feedback to management for process improvement, FAQ development, and product enhancements.

Compliance: Adhere strictly to all company policies, regulatory guidelines and data privacy regulations.

Continuous Learning: Stay updated with the latest market trends, financial products, regulatory changes, and company offerings.

Quality Assurance: Ensure all chat interactions meet company quality standards and service level agreements (SLAs).

Required Skills and Qualifications:

Education: Bachelor's degree in Finance, Commerce, Business Administration, Economics, or a related field.

Experience: 1-3 years of experience in customer service, preferably in the financial services or stockbroking industry, with a strong emphasis on chat support.

Stock Market Knowledge: Preferred and strong understanding of stock market ( Preferably European ), including equity, mutual funds, and basic knowledge of commodities/forex. Familiarity with stock market regulations and exchange operations is a significant plus.

Communication Skills: Excellent written communication skills with impeccable grammar, spelling, and punctuation. Ability to explain complex information clearly and concisely.

Technical Proficiency: Proficient in using CRM software, live chat platforms, and Microsoft Office Suite (Word, Excel). Familiarity with trading platforms is highly desirable.