Job Description

We are looking for an experienced Retention Agent with native-level Arabic and a strong background in the Forex/CFD industry The ideal candidate will play a key role in maintaining client relationships, protecting revenue, and increasing client lifetime value (LTV) by implementing effective retention strategies and reducing churn.

This role focuses on proactive client engagement, relationship management, and structured follow-ups while ensuring full compliance with internal policies and regulatory requirements.

Key Responsibilities

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

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

• Support clients with platform usage, onboarding, and their overall trading journey (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 client 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 matters quickly and professionally.

Requirements

Requirements (Must-Have)

• Minimum 3 years of experience in Forex/CFD client retention within a brokerage environment.

• Native-level Arabic proficiency.

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

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

• Comfortable working in a high-volume call environment with performance-driven targets

• Strong CRM management skills and attention to reporting accuracy

Requirements (Nice-to-Have)

• Experience working in regulated environments and familiarity with compliance requirements (e.g., no financial advice, no guarantees).

• Additional languages such as Russian, French, Spanish, or Italian are considered an advantage.

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

*We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.