Job Overview
The Client Services & Sales Support Executive acts as the central coordination point between clients, Sales, Trading, Operations, and Compliance to ensure seamless client servicing, efficient resolution of requests, and high standards of communication and documentation. This role focuses on maintaining exceptional client experience through timely responses, proactive issue handling, accurate CRM updates, and adherence to internal service level standards. The position requires a structured, detail-oriented individual capable of managing multiple workflows across departments while upholding regulatory and operational integrity. The role supports the Sales team administratively and operationally, manages client requests from initiation to closure, monitors SLAs, and contributes to continuous process improvement in client service delivery.
Key Responsibilities
1. Client Inquiry Management:
- Serve as the primary contact point for all client queries via phone, email, and in person and providing clear and concise responses related to accounts, transactions, platforms, service details and trade status.
- Ensure that all interactions adhere to the highest standards of professionalism, maintaining a client-centric approach.
- Acknowledge and respond to inquiries within internal SLA timelines and follow-through until client confirmation of resolution.
- Coordinate with Trading, Operations, and Finance to ensure accurate and timely responses.
2. Client Request Management
- Manage operational and administrative requests such as:
- Account updates, statement requests, fee confirmations, tax documentation.
- Withdrawals, deposits, and fund transfer coordination.
- Trading platform access changes and entitlement adjustments.
- Log and track every request in the CRM / ticketing system until closure.
- Escalate exceptions or policy deviations promptly to management.
3. Complaint Resolution & Escalation:
- Record, categorize, and track client complaints in the CRM system to ensure full visibility and ensure compliance with the firm's Client Complaint Handling Policy.
- Address and resolve client complaints and issues in a timely manner, ensuring that their concerns are fully understood and rectified.
- Coordinate investigation with relevant departments (Sales, Trading, Compliance, Operations).
- Escalate more complex or unresolved issues to the relevant department or senior management, ensuring that the client is kept informed throughout the process.
- Ensure resolution within defined timelines and document outcomes and remedial actions.
- Prepare monthly complaint trend summaries for management review.
4. Compliance with Regulatory Standards:
- Ensure all customer interactions and processes comply with DFSA regulations, particularly those related to client onboarding, suitability assessments, and confidentiality.
- Stay informed about changes to DFSA regulations and adjust customer service practices accordingly to remain compliant.
- Assist clients with any regulatory or compliance-related questions, escalating complex issues to the compliance team when necessary.
5. Record Management & CRM Updates:
- Maintain complete and up-to-date records of all client interactions in the CRM system to ensure transparency and ease of access for future reference.
- Document service requests, follow-ups, and call reports.
- Support Sales by updating lead status, onboarding progress, and service metrics.
- Archive and version-control all service templates, forms, and standard client documents.
6. Collaboration with Internal Teams:
- Work cross-functionally with Trading, Operations, Risk, and Compliance to resolve client matters efficiently.
- Attend daily or weekly coordination calls to review open requests and priorities.
- Support Sales during client meetings or platform demonstrations as needed.
- Liaise with Technology team for system issues impacting clients.
- Provide feedback to other departments on recurring client issues or concerns to help improve service quality and operational efficiency.
7. SLA Tracking & Performance Reporting
- Track all client requests against defined service level agreements (SLAs).
- Prepare periodic reports on open, pending, and closed requests.
- Highlight SLA breaches or recurring bottlenecks for management review.
- Maintain a service performance dashboard or tracker (Monday.com / CRM).
8. Client Forms – Creation, Review, Enhancement
- Create, review, and maintain all standard client forms, templates, and letters (e.g., account opening, update requests, standing instructions).
- Coordinate periodic review of forms with Compliance and Operations to ensure regulatory alignment and usability.
- Maintain a central library of current, approved templates accessible to all departments.
9. Continuous Service Improvement
- Identify areas for improvement in customer service processes and recommend changes to enhance the client experience.
- Contribute to client experience projects and automation initiatives (e.g., workflow digitization, CRM optimization).
- Gather client feedback and coordinate surveys or service quality reports.
- Maintain awareness of best practices and apply continuous improvement mindset to every client interaction.
Key Performance Indicators
· Client inquiries resolved within SLA: 95%+
· Zero unresolved or unlogged client requests at month-end
· Complaint resolution within defined timelines (100%)
· CRM records accuracy: 100% of interactions documented
· Improvement initiatives: Minimum one enhancement proposal per quarter
· Positive client feedback / NPS trends in quarterly review
· Actively contributes to client retention through high-quality service, leading to long-term client relationships
Qualifications & Skills
Qualifications and Education Requirements
• Bachelor's degree in business, Finance, or related discipline.
• 2–5 years of experience in client servicing, relationship management, or brokerage operations.
• Knowledge of financial instruments and trading platforms preferred.
• Familiarity with CRM tools and client ticketing systems (e.g., Monday.com, Salesforce).
• Prior experience in a DFSA-regulated environment advantageous.
Preferred Skills
• Excellent verbal and written communication.
• Strong sense of ownership, responsiveness, and service orientation.
• Ability to handle multiple client requests with professionalism and empathy.
• Detail-oriented with strong record-keeping and follow-up discipline.
• Works effectively across departments.
• Upholds confidentiality, integrity, and client trust always.
• Capable of preparing management reports and tracking service metrics.
• Problem-solving and escalation management under pressure.
• Proficiency in Microsoft Office (Word, Excel, Outlook, Teams).
• Familiarity with CRM and workflow management systems.
• Basic understanding of trading platforms and client account structures.
