Brokerage & Premium Services Officer

Equiti is a pioneering fintech firm and world-class provider of multi-asset fintech products - from liquidity solutions to in-house tech hubs to online trading platforms. With over 400 global specialists in 9 languages, Equiti provides clients with access to individual, professional, and institutional brokerage services in Europe, the Middle East, and Africa.

At Equiti, we believe that financial opportunities can unlock potential for everyone, everywhere. We’re on a mission to deliver accessible online trading products around the world through education and accessibility.

We are redefining what modern finance can look like.

We see Equiti as a new breed of broker, and we are seeking talented individuals who thrive in a dynamic, innovative, and fast-paced environment. Our Customer Service department is looking to welcome a detail-oriented professional to the team.

Brokerage & Premium Services Officer for a fully remote position

As a Brokerage & Premium Services Officer, you will play a key role in supporting and managing Equiti Group’s Brokerage and Premium clients. You will oversee key elements of the brokerage product lifecycle, helping deliver solutions that align with Equiti Group’s global strategy and client-focused standards.

You will support Equiti’s Premium client relationships by resolving issues, responding to queries, escalating matters when required, and reporting on performance and improvement opportunities to help deliver a seamless, high-quality client experience.

Responsibilities

• Manage and own all aspects of the Premium and B2B client journey, from understanding client requirements and identifying solutions to coordinating successful delivery.
• Ensure the smooth onboarding of new B2B and Premium clients across various platforms.
• Build and manage strong client relationships to support revenue growth and improve retention.
• Deliver professional, timely support to both new and existing clients.
• Communicate product enhancements, new offerings, and complaint trends; test new products; and provide operational and trade support to sales teams and clients.
• Receive, assess, and resolve high-value client queries and requests across all available channels.
• Offer detailed client assistance and resolve issues in a timely, professional manner.
• Prepare detailed reporting and analysis for management on client queries, issues, resolutions, and service improvement opportunities.
• Share general market updates on current trading levels, news, and results.
• Develop system guides, platform navigation support, and technical assistance.
• Deliver platform training sessions via Teams, Zoom, or in person.
• Handle complaints effectively and escalate matters where required.
• Create, refine, and expand processes and procedures to improve operational efficiency and documentation standards.
• Prioritize workload effectively, ensuring all calls, visitors, and client matters are handled appropriately.
• Support ad hoc projects and requests as assigned by the department manager.
• Support team members in implementing procedures, strengthening knowledge, and achieving service excellence.
• Actively contribute to the continuous improvement and growth of the department.

Skills & Competencies

• Strong trading knowledge and relevant industry experience.
• Knowledge of MT4/MT5 platforms and reporting functionalities.
• Knowledge of PrimeXM XCore, oneZeroHub, Fxcubic or any bridging technology is an advantage.
• Excellent communication skills, with the ability to engage effectively with internal and external stakeholders.
• Excellent spoken and written English and Chinese; Japanese language skills are desirable.
• Proactive, self-motivated, and able to take ownership.
• Strong problem-solving skills and a solutions-focused mindset.

Experience Requirements

• Minimum of 2 years’ experience in the FX and CFD industry, preferably within support, trading, or sales trading.
• Bachelor’s degree in Business, Finance, or a related field.

With energy, drive, and imagination, there is no limit to where your career can go at Equiti. With a diverse workforce and broad geographical presence, we actively support career development and provide meaningful opportunities for professional and personal growth.

Equiti is an equal opportunity employer.

“Equiti” refers to a group of companies consisting of seven regulated financial services companies licensed to operate in the respective jurisdictions of their incorporation, in addition to our tech and marketing hubs. Equiti has presence in Africa, Europe, and the Middle East.