Customer Experience Associate

Job Description

So, who are we

Hello, we're IG Group. We are a publicly traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

Your team

As part of a global function, you'll join the Singapore Customer Experience team and work closely with colleagues across our international experiences to deliver incredible and inspiring experiences for our customers. Through constant innovation, you'll also get hands-on exposure to new tools, processes, and ways of working as we continue to raise the bar in the servicing landscape. For all aspiring financial markets professionals, this is an exciting and dynamic opportunity to work in an ambitious company that is continually striving to deliver the best-in-class service to customers from all over the globe.

Your role in the Team's Success

As a Customer Experience Associate, You'll Receive

• Personalized one-on-one training with our dedicated trainers
• Gain a strong understanding of various financial instruments such as stocks, options, futures, FX, cryptocurrencies, bonds and commodities
• Develop a strong foundation of platform, account management and customer support knowledge
• Continued training in every aspect of financial dealing to ensure you are equipped to provide trade execution services to our customers.
  
  

What You'll Do

Customer experience is bedrock of our business, developing you for a range of roles across our global organization. Local and international opportunities within our dealing desk, risk, compliance, sales, operations, IT and many more lie for the best performers.

You Will

• Provide phone and digital support on a full spectrum of financial products-from OTC derivatives, to equities, options and cryptocurrencies
• Champion the customer across a wide range of queries and cross-selling of our products and platforms
• Provide trading expertise on P&L and margin calculations, order types, charges, trade investigations
• Deliver an execution-only phone dealing service (following relevant training and support)
• Assist customers with technical support on our front-end platforms and chart packages
• Convey any regulatory, financial markets or IG related changes to customers in a timely manner
• Provide information relating to any ongoing corporate actions
• You are curious about our product and the technology that sits behind it
• You care about our customers, and you are hungry to improve their user experience
• You are impatient about driving change and willing to deliver at pace
• You are not afraid of the complexity of financial regulation and want to learn & grow your expertise
• You are a creative problem solver capable of innovating and thinking big
• You are willing to work in a rotational, shift-based schedule.
  
  

What You'll Need For This Role

You will need a genuine interest for working in financial markets, along with motivation levels as impressive as your aptitude for numbers and attention to detail - plus:

• A degree-level education, finance-related preferred
• 6 -18 months experience in a customer facing or middle office role, preferably in the financial services space
• A keen, demonstrable interest in the understanding of financial markets
• Excellent interpersonal and communication skills
• A dependable team player who demonstrates integrity and remains effective under pressure
• A logical and analytical approach to problem solving, with a strong aptitude for numbers
• Strong organizational and time management skills
• Fluency in English, Mandarin and Cantonese (written and spoken) to communicate with the respective language of clients.
  

How We Work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

Lead and Inspire: Drives trust, alignment, and enthusiasm
Think Big: Focus on the problems that most impact commercial outcomes
Champion the client: Understand and priorities client's needs
Deliver at pace: Push for fast, sustainable growth.
Raise the bar: Take ownership, be accountable and share feedback

The Perks
Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.
Join us for this exciting journey. Apply now!