Job Description

Customer Service Representative, Financial Markets

Albany, Auckland | Full-Time, Office-Based

Are you a customer service professional who enjoys talking to people and has an interest in financial markets?

Would you like to build your career in an international financial services business where you can develop genuine knowledge of trading and financial markets?

EC Markets is looking for a Customer Service Representative to join our New Zealand team, based full-time at our office in Albany, Auckland.

This is an opportunity to join a growing international financial services group and become an important part of our local client service team. You don't need previous experience in CFD trading, as we will provide comprehensive training. A genuine interest in finance, strong communication skills and confidence speaking with clients by phone are the key attributes we are looking for.

About EC Markets

EC Markets is an international financial markets business providing clients with access to CFD trading across a range of global financial instruments, including foreign exchange, commodities, indices and cryptocurrencies.

Our New Zealand business is based in Auckland and serves clients throughout New Zealand. The role will also extend to supporting an Australian client base as we continue to grow.

We are a regulated financial services business, and client service is a critical part of what we do. Our aim is to provide clients with a professional, responsive and knowledgeable service while ensuring that we operate to the high standards expected of a regulated financial institution.

This is not a traditional call centre role. You will develop an understanding of financial markets, our trading platforms and our products, becoming a knowledgeable point of contact for our clients throughout their relationship with EC Markets.

About the role

As a Customer Service Representative, you will be one of the key points of contact between EC Markets and our clients.

A significant part of the role involves speaking with prospective clients who have registered through our website and guiding them through the onboarding process. You will help new clients understand the steps required to open and verify their accounts, assist them with the necessary documentation and explain how to navigate our platforms and access our services.

You will also follow up with clients throughout the onboarding process, answer questions, assist with account-related enquiries and provide ongoing support to existing clients by phone, email and online chat.

Your day-to-day responsibilities will include:

• Speaking with clients by phone and providing professional, friendly and knowledgeable support.
• Contacting new clients who have registered online and guiding them through each stage of the onboarding process.
• Assisting new clients with account registration, identity verification, required documentation and account setup.
• Following up on outstanding onboarding requirements and liaising with internal teams to help ensure applications are processed efficiently.
• Explaining the steps involved in funding a trading account and providing appropriate assistance with the process.
• Helping clients navigate our trading platforms and understand the features and functionality available to them.
• Responding to enquiries from prospective and existing clients through phone, email and live chat.
• Building positive and professional relationships with clients and providing a smooth, helpful onboarding experience.
• Identifying when a client requires additional assistance and ensuring enquiries are followed through to resolution.
• Handling complaints and more complex client matters appropriately, escalating issues when required.
• Maintaining accurate client records, onboarding updates and notes in our CRM system.
• Working within our regulatory, compliance, AML/CFT and client protection requirements.
• Remaining calm and professional when dealing with clients during periods of increased market activity or volatility.
• Working closely with colleagues across the New Zealand and wider international business.

What we're looking for

We're looking for someone who genuinely enjoys customer interaction, is comfortable picking up the phone and having a conversation with a client, and takes pride in helping people through a process from beginning to end.

You will ideally have some experience in customer service, client services, banking, financial services, telecommunications or a similar customer-facing environment. Experience in client onboarding, account opening, document verification or CRM systems would be an advantage.

Just as importantly, you will have:

• Excellent spoken and written English.
• Strong communication and interpersonal skills.
• Confidence speaking with clients over the phone and following up proactively.
• A professional, friendly and approachable manner.
• The ability to listen, understand a client's needs and explain information clearly.
• Good attention to detail, particularly when handling client information and onboarding documentation.
• The ability to manage multiple enquiries and onboarding applications while maintaining accurate records.
• The ability to take ownership of a client enquiry and see it through to resolution.
• Good computer skills and confidence learning new systems and software.
• An interest in financial markets, investing or trading.
• A reliable, organised and team-oriented approach to work.

You must also be comfortable working full-time from our office in Albany, Auckland.

A role where you can develop

One of the things we particularly value about this position is the opportunity to learn.

You will receive training on our products, trading platforms, client onboarding procedures and internal processes, and will work alongside experienced people within the business. As your knowledge develops, so will your ability to take on more responsibility and contribute to the growth of our New Zealand and Australian operations.

Because EC Markets is part of an international group, you will also have exposure to a wider financial markets business rather than being limited to a small local operation.

This role offers the opportunity to build valuable experience in client services and financial markets while developing the skills required for a longer-term career in financial services.

How we work

This is a full-time, office-based position at our office in Albany, Auckland. It is not a work-from-home or hybrid role.

Working from the office allows you to receive hands-on training, collaborate closely with colleagues and work directly with the team responsible for supporting our clients and managing the onboarding process.

We value people who take initiative, communicate well with their colleagues and contribute to a professional, supportive team environment.

What we offer

• A full-time position based at our office in Albany, Auckland.
• Training and development in financial markets, CFD trading, client onboarding and our trading platforms.
• The opportunity to develop your career within an international financial services group.
• A varied customer-facing role with genuine responsibility for the client experience.
• The opportunity to work with clients in both New Zealand and Australia as the business grows.
• The opportunity to develop practical experience in client onboarding, account services and financial markets.
• Laptop, equipment and phone access as required for the role.

Interested?

If you are a customer service professional who enjoys speaking with people, takes pride in providing a high level of service and would like to develop a career in financial services, we'd like to hear from you.

You don't need to be a CFD expert. We're looking for someone with the right attitude, communication skills, attention to detail and interest in financial markets. We'll teach you the rest.

Apply with your CV and tell us a little about why this role interests you.

EC Markets Financial Limited is a regulated financial services business. CFDs are complex financial products and carry a high level of risk. This role involves providing customer service and information about EC Markets' products and platforms. It does not involve providing personal financial advice.