Retention Specialist
Job Description
We are hiring an experienced Retention Agent with a native-level English (British or American accent) and a proven track record in Forex client retention. This role is focused on protecting revenue, improving client lifetime value, and reducing churn through proactive relationship management, client education, and structured follow-ups aligned with compliance standards.
Requirements (Must-Have)
* Minimum 3 years’ experience in Forex/CFD retention (brokerage environment).
* Native-level English with clear British or American accent (verbal fluency is essential).
* Strong understanding of Forex/CFD products, trading terminology, and client lifecycle dynamics.
* Proven ability to handle objections, de-escalate issues, and build long-term client trust.
* Comfortable with high-volume calls and performance-driven environments.
* Strong CRM discipline and reporting accuracy.
Preferred (Nice-to-Have)
* Experience in regulated environments and familiarity with compliance boundaries (no advice, no guarantees).
* Experience with platforms/tools like MT4/MT5, CRM systems, VoIP dialers, and ticketing tools.
Responsibilities Duties:
* Manage a portfolio of active clients and implement retention strategies to increase engagement and activity.
* Conduct outbound calls to reactivate dormant clients and prevent churn through consultative communication.
* Support clients with platform usage, onboarding, and trading journey guidance (without providing financial advice).
* Identify churn risk signals and execute save-offers and retention campaigns within approved policies.
* Drive KPIs such as reactivation rate, churn reduction, active traders, deposit continuity, and client satisfaction.
* Maintain accurate records of all interactions in the CRM and follow internal workflows.
* Collaborate with Compliance, Dealing, KYC, and Customer Support to ensure smooth client experience.
* Escalate complaints, technical issues, or operational blockers quickly and professionally.