Department: Client Services
Reporting to: Business Manager
Working Schedule: Remote
As Hantec Trader has grown we require a dedicated support agent who will be able to provide support to customers via multiple channels but also act as a liaison for internal teams in resolving complex issues. With our volume in South America increasing, the need for a PT speaker has increased.
Role Overview
The Client Services & Account Support Executive is responsible for delivering exceptional client support by efficiently managing queries, facilitating account approvals, and ensuring seamless communication between clients and internal stakeholders. The role requires strong organizational skills, attention to detail, and the ability to manage multiple communication channels effectively.
Key Responsibilities
Client Support & Query Resolution
Review, investigate, and resolve client queries in a timely and professional manner.
Respond to client inquiries via email, chat, and other communication platforms, ensuring satisfactory resolution and appropriate escalation where necessary.
Proactively contact clients to request required identification and proof of address documentation to support account verification processes.
Documentation & Account Approval
Translate client documentation as required to facilitate efficient and accurate account approval.
Process translations, coordinate internal liaison, and conduct client follow-ups to ensure smooth and timely onboarding.
Ensure all documentation meets compliance and verification standards prior to approval.
CRM & Workflow Management
Proactively manage and execute assigned workflows within the CRM system in accordance with predefined parameters and service level agreements.
Maintain accurate and up-to-date client records and case notes within internal systems.
Stakeholder Communication & Collaboration
Communicate effectively with internal departments, including Account Management and Business Development teams, to ensure alignment and transparency regarding key client matters.
Provide timely updates to relevant stakeholders on client status, escalations, and critical developments.
Communication & Service Excellence
Manage communications across multiple platforms (email, chat, and messaging services), adapting tone and medium to suit cultural preferences and client needs.
Prioritize workload effectively, demonstrating independence, accountability, and commitment to team objectives and client satisfaction.
Key Competencies
Strong written and verbal communication skills
High attention to detail and accuracy
Ability to multitask and manage competing priorities
Customer-focused mindset with problem-solving capability
Ability to work independently and collaboratively within a team
What we offer:
Annual Discretionary Bonus Pool – rewarding high performance
Monthly $100 Core Values Nominations – recognition for living our values
Quarterly Core Values Winner – exclusive dinner with our Directors
Yearly Core Values Champion – an all-inclusive paid work trip to one of our global offices
Work from Other Offices – flexibility to work remotely from our worldwide locations (at employee's expense)