Customer Service Officer - Arabic Speaker Ref 2648355824

Job Purpose:

The Customer Service Officer is responsible for managing client interactions and ensuring a seamless customer experience across all service touchpoints within the securities environment. This job acts as a key interface between clients, brokers, and back-office operations to resolve queries, support trade-related activities, ensure compliance with regulatory requirements, and uphold service excellence standards.

Resposibilities:

Client Servicing & Relationship Management

•Act as the first point of contact for clients, addressing inquiries related to account opening, KYC documentation, order placement, settlement status, and portfolio reporting.

•Provide accurate, timely, and professional responses to client requests via phone, email, and in-person interactions.

•Educate clients on brokerage systems, digital platforms, and trading procedures to enhance user adoption and experience.

•Handle complaints efficiently, escalating complex issues to senior operations or compliance teams as required.

Operational Support

•Coordinate with the Operations team to process account openings, amendments, and closures in line with regulatory and internal policies.

•Support clients in trade execution queries and provide updates on order confirmations, trade settlements, and corporate actions.

•Ensure smooth processing of fund transfers, margin calls, and client account reconciliations.

•Maintain accurate client records in the CRM and core brokerage systems.

Compliance & Regulatory Adherence

•Ensure all customer interactions and documentation comply with local financial market regulations, AML, KYC, and data protection requirements.

•Support the compliance team in periodic audits, client due diligence checks, and suspicious transaction reporting.

•Adhere to internal policies, risk management protocols, and operational standards at all times.

Service Quality & Performance Monitoring

•Track service levels, turnaround times, and client satisfaction metrics, ensuring alignment with SLAs and operations performance benchmarks.

•Provide feedback to the operations leadership team on recurring client issues, system gaps, or process improvements.

•Contribute to initiatives that enhance service quality, operational efficiency, and client retention.

Cross-Functional Collaboration

•Work closely with brokers, traders, finance, IT, and compliance teams to ensure end-to-end client servicing.

•Support the onboarding of institutional and retail clients, liaising with multiple stakeholders to ensure readiness for trading activities.

•Assist in the rollout of new products, digital enhancements, and customer service initiatives.

General Accountabilities

•Uphold company values throughout business practices and utilise sound judgment in decision making.

•Any other additional duties as may be required by management based on needs of the business.

Requirements:

•A minimum 2–4 years of experience in customer service or operations within a financial services, brokerage, or banking environment.•

Bachelor’s degree in Finance, Business Administration, Economics, or related field.

•Professional certifications (e.g., CFA Level 1, CISI, or equivalent securities/brokerage certification) preferred.