At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank, we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.

About the Role

We are looking for a skilled and service‑driven Customer Experience Advisor – Wealth to join our Customer Experience Hub. In this role, you will be the first point of contact for customers seeking support related to equity trading and U.S. market practices. You will provide expert guidance, resolve technical and trading‑related queries, and ensure a seamless and compliant experience for every customer interaction.

This role reports to Team Leader - Customer Experience and is pivotal in strengthening customer confidence, enhancing service quality, and supporting operational excellence within a fast‑growing trading environment.

What You Will Be Doing

Trading Support & Market Guidance

Assist customers with key trading concepts (stocks, forex, crypto, derivatives)
Explain common order types including market, limit, stop, and stop‑limit
Provide guidance on margin, leverage, portfolio basics, and corporate actions

Platform & System Assistance

Troubleshoot technical issues such as login errors, failed orders, or navigation challenges
Use the GTNME Admin Portal to review accounts, trades, and backend data
Escalate unresolved cases to technical teams when required

Compliance & Regulatory Adherence

Follow KYC, AML, and data privacy regulations consistently
Apply verification and documentation procedures accurately
Safeguard customer information and maintain confidentiality

U.S. Market Expertise

Educate customers on U.S. market sessions (pre‑market, regular, after‑hours)
Provide guidance on major U.S. exchanges (NYSE, NASDAQ, AMEX)
Explain W‑8BEN requirements and T+2 settlement rules

Customer Service Excellence

Handle inbound calls and chats with professionalism and empathy.
Aim for first‑call resolution while maintaining accuracy and clarity
Document interactions for audits and compliance
Stay updated on market developments, platform enhancements, and regulatory changes.
Support cross‑functional teams during peak periods

What We Are Looking For

Qualification

Bachelor’s degree or equivalent qualification.

Experience

1 to 3 years of professional experience in areas related to equity trading support, brokerage operations, or customer service within the financial services sector
The role requires a solid working knowledge of U.S. market practices, including trading hours, major exchanges, and settlement processes
Candidates must be familiar with trading platforms and backend systems, enabling them to navigate systems effectively and support customers with technical or transactional issues.
Additionally, a sound understanding of KYC, AML, and data privacy regulations is essential, as the role involves handling sensitive customer information in compliance with regulatory standards

RAKBANK jobs

Customer Experience Advisor Wealth