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DB FinancialActive opening

Retention Agent (Forex/CFD) — English Native (British or American Accent)

Malta Office · Limassol Office · Dubai · LondonOn-siteSeniorFound yesterday
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client retentionforexcfdcrmcommunicationcompliance

We are hiring an experienced Retention Agent with a native-level English (British or American accent) and a proven track record in Forex/CFD client retention. This role is focused on protecting revenue, improving client lifetime value (LTV), and reducing churn through proactive relationship management, client education, and structured follow-ups aligned with compliance standards.

Key Responsibilities

  • Manage a portfolio of active clients and implement retention strategies to increase engagement and activity.

  • Conduct outbound calls to reactivate dormant clients and prevent churn through consultative communication.

  • Support clients with platform usage, onboarding, and trading journey guidance (without providing financial advice).

  • Identify churn risk signals and execute save-offers and retention campaigns within approved policies.

  • Drive KPIs such as reactivation rate, churn reduction, active traders, deposit continuity, and client satisfaction.

  • Maintain accurate records of all interactions in the CRM and follow internal workflows.

  • Collaborate with Compliance, Dealing, KYC, and Customer Support to ensure smooth client experience.

  • Escalate complaints, technical issues, or operational blockers quickly and professionally.

Requirements (Must-Have)

  • Minimum 3 years’ experience in Forex/CFD retention (brokerage environment).

  • Native-level English with clear British or American accent (verbal fluency is essential).

  • Strong understanding of Forex/CFD products, trading terminology, and client lifecycle dynamics.

  • Proven ability to handle objections, de-escalate issues, and build long-term client trust.

  • Comfortable with high-volume calls and performance-driven environments.

  • Strong CRM discipline and reporting accuracy.

Preferred (Nice-to-Have)

  • Experience in regulated environments and familiarity with compliance boundaries (no advice, no guarantees).

  • Additional languages (Arabic, Russian, French, Spanish, Italian) is a plus.

  • Experience with platforms/tools like MT4/MT5, CRM systems, VoIP dialers, and ticketing tools.

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DB FinancialRetention Agent (Forex/CFD) — English Native (British or American Accent)
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