Customer Service Representative - Financial Markets

About EC Markets and the Role

EC Markets is a global financial services company that offers clients access to Contract for Difference (CFD) trading on various international financial instruments such as foreign exchange, commodities, indices, and cryptocurrencies. The New Zealand branch is based in Auckland, serving clients nationwide and expanding to Australian markets.

We are hiring a Customer Service Representative who will be an essential part of our client service team. This role is primarily remote, with occasional office presence in Auckland for training and team activities. The position involves engaging with clients primarily by phone, email, and live chat to assist with client onboarding, account funding, product queries, and issue resolution within a regulated environment. Comprehensive training will be provided to build your knowledge of financial markets and trading platforms.

Key Responsibilities

• Engage with prospective and existing clients via phone, email, and chat, delivering professional, friendly, and knowledgeable customer support.
• Assist new clients through the account registration and onboarding process.
• Explain account functions, trading platforms, and financial products clearly to clients.
• Guide clients on funding their trading accounts and provide support during the process.
• Identify client issues requiring additional support and ensure thorough follow-up to satisfactory resolution.
• Handle complaints and complex client matters appropriately, escalating as necessary.
• Maintain precise client records and notes in the Customer Relationship Management (CRM) system.
• Adhere strictly to regulatory, compliance, and client protection policies.
• Maintain professionalism during volatile market periods while effectively managing client interactions.
• Collaborate closely with colleagues both locally and across international divisions.

Candidate Profile and Requirements

• Genuine enthusiasm for customer interaction and confidence in communicating by phone.
• Previous experience in customer service, client services, banking, financial services, telecommunications, or similar client-facing environments preferred.
• Excellent English communication skills, both spoken and written.
• Strong interpersonal skills combined with a professional and approachable demeanor.
• Effective listening abilities and capability to understand and fulfill client needs.
• Attention to detail and proficiency in maintaining accurate client records.
• Ownership of client enquiries with a drive to complete resolutions.
• Competence in computer use and quick adaptation to new software and systems.
• An active interest in financial markets, trading, or investing.

Training and Growth Opportunities

This role provides structured training in EC Markets’ products, trading platforms, and operational processes. You will have opportunities to develop expertise, increase responsibility, and contribute to our growing operations in New Zealand and Australia.

Work Environment and Flexibility

The position is mainly remote, allowing you to work from home while staying connected to the Auckland-based team. Occasional attendance at our Albany, Auckland office is required for training sessions and team events. Independence, combined with collaborative communication skills, is essential.

Benefits and Perks

• Remote work setup with flexibility.
• Comprehensive training and development within financial markets and CFD trading.
• Career development prospects in a growing international financial services firm.
• Engaging customer-facing responsibilities.
• Exposure to servicing clients across New Zealand and Australia.
• Provision of laptop, necessary equipment, and phone access.

Additional Information

EC Markets Financial Limited operates as a regulated financial services provider. CFDs involve complex financial instruments with high risk. This role involves delivering customer service and product information without providing personal financial advice.