Job Summary

eCommerce Client Services (eCS) is a global team, collectively acting as the single point of contact for all Digital channel services. Providing 24x5 global coverage across multiple asset classes – eCS provides client enablement and FX execution related support for internal stakeholders and external clients across our Single Dealer and Multi Dealer Platforms.

Key Responsibilities

• Client Enablement:
  • Enable new clients onto our Single Dealer and third party Multi Dealer Platforms, ensure alignment with our strict SLA’s and operational standards. 
  • Conduct platform-related trainings and demos for clients in a timely and effective manner. 
• Client Communication:
  • Serve as a day-to-day point of contact for basic client queries related to access, platform use, and execution related support.
  • Liaising with the various Technology Support teams and eCommerce stakeholders for issue escalation. 
  • Capturing client feedback and translating enhancement requests to respective teams.  
• Support activity tracking and reporting by compiling platform usage statistics and get involved in any Client engagement activities.
• Build a foundational understanding of FX products (spot, forwards, swaps, NDFs), trading systems, and electronic trading protocols (e.g., FIX, APIs). Training and mentorship will be provided by the experienced professionals in the team.
• Learn how to configure pricing, configure client profiles, and trading workflows in collaboration with senior team members.
   

Skills and Experience

• Degree in Finance, Economics, Business, Computer Science, or a related field.
• Proven experience in supporting customers from a wide international client base, including working with processes (from a business support perspective), incident & crisis management, issues prioritisation and resolution.
• Experienced in direct client communication, showing empathy and strong willingness to help, while maintaining assertiveness when needed to manage expectations effectively.   
• Strong attention to detail and organizational skills.
• Excellent verbal and written communication abilities.
• Proactive, eager to learn, and comfortable working in a global team environment.
• Takes ownership of issues, monitors progress, and drives them to resolution. 
• Growth mindset with good troubleshooting skills. 
• A keen interest in financial markets, technology, and client interaction.
• Basic knowledge of the FX markets or FX trading platforms is a plus.
• Flexibility to work from the office at least two days per week. 
   

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.