Customer Experience Advisor – Wealth

About the role

RAKBANK is seeking a service‑driven Customer Experience Advisor – Wealth to join its Customer Experience Hub. You will be the first point of contact for clients needing support with equity trading and U.S. market activities, ensuring a seamless, compliant experience.

Key responsibilities

• Assist customers with trading concepts across stocks, forex, crypto and derivatives.
• Explain order types, margin, leverage and portfolio basics.
• Troubleshoot technical issues such as login errors, failed orders and navigation problems.
• Use the GTNME Admin Portal to review accounts, trades and backend data.
• Escalate unresolved cases to technical teams when needed.
• Apply KYC, AML and data‑privacy regulations consistently.
• Educate customers on U.S. market sessions and major exchanges (NYSE, NASDAQ, AMEX).
• Handle inbound calls and chats, aiming for first‑call resolution while documenting interactions for audit purposes.

Required profile

• Bachelor’s degree or equivalent qualification.
• 1‑3 years of experience in equity trading support, brokerage operations or financial‑services customer service.
• Solid knowledge of U.S. market practices, trading hours and settlement processes.
• Familiarity with KYC, AML and data‑privacy regulations.

Required skills

• GTNME Admin Portal
• Trading platforms and backend systems