Customer Experience Advisor Wealth

Overview

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.

• 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

• 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

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

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

• 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

• Bachelor’s degree or equivalent qualification.

• 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