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Overview:
We are looking for an experienced Retention Agent with native-level English and a strong background in Forex client retention.
In this role, you will focus on keeping clients engaged, reducing churn, and maximizing long-term value through proactive communication, relationship management, and structured follow-ups—while staying fully aligned with compliance guidelines.
Key Responsibilities
👨💻Manage a portfolio of active clients and maintain strong relationships
📞 Proactively contact clients to increase engagement and trading activity
🤝 Re-engage inactive or dormant clients through outbound calls
👥 Guide clients on platform usage and onboarding (no financial advice)
⚡ Identify clients at risk of leaving and take action to retain them
🏃♀️ Run retention campaigns and offer approved solutions to prevent churn
🧗 Track and achieve KPIs such as:
✅ Reactivation rate
✅ Client activity
✅ Deposit consistency
✅ Client satisfaction
📒 Keep accurate records of all client interactions in the CRM
🤝 Work closely with internal teams (Compliance, KYC, Dealing, Support)
🗣️ Escalate issues or complaints quickly and professionally
Requirements (Must-Have)
📈 At least 1 year of experience in Forex/CFD retention (brokerage environment)
📢 Native-level English with a clear British or American accent
Strong understanding of:
🔥 Forex/CFD products
🔥 Trading terminology
🔥 Client lifecycle
Proven ability to:
🦾 Handle objections
🦾 De-escalate difficult situations
🦾 Build long-term client relationships
🦾 Comfortable working in a high-volume, target-driven environment
🦾 Strong attention to detail when updating CRM and reports
Preferred (Nice-to-Have)
👨💻 Experience working in a regulated environment
🧠 Good understanding of compliance rules (no advice, no guarantees)
Familiarity with tools such as:
✔️ MT4 / MT5
✔️ CRM systems
✔️ Ticketing systems
What we Offer
🤑 Competitive Salary Package
💰 High Percentage Commission
🪪 Visa
⛑️ Health Insurance
You'll no longer be considered for this role and your application will be removed from the employer's inbox.