Who are we?  

MAS Markets provides tailored institutional liquidity solutions to professional traders, brokers and hedge funds across a range of products, including FX, Metals, and Digital Assets.

Our culture 

We are building a culture where people can thrive and contribute towards driving innovation and performance for our company and our clients.  Our team is full of passionate individuals with high energy and dedication bringing commitment to outstanding results. We continuously strive for excellence, seeking enhanced approaches and pushing boundaries to solve problems and shape the future. Our team is focused, works hard and aims for exceptional outcomes in every endeavour.

Our whole ethos revolves around our four core values that underpin the principles and standards that drive our behaviour and our brand and demonstrate our culture to the outside world. 

There’s still a lot to do, so join us on our journey, be part of something where you can help us build something exciting!

What you’ll do 

The newly created Client Services Team manage the overall client experience and the day-to-day support of our clients. We are growing, so your days are guaranteed to be varied and full.  We encourage you to voice your ideas with ways in which we can continually improve our service. Your responsibilities will include: 

Client Interaction and Communication:

• Manage and resolve all Client inquiries via phone, email, chat whilst maintaining a premium levels of client service and adhering to SLAs and KPIs
• Provide accurate information about products, services, and company policies

Issue Resolution:

•  Diagnose and troubleshoot Client issues, coordinate with other departments to resolve complex problems
•  Follow up with Clients to ensure their issues are fully resolved, maintaining high level so Client Satisfaction

Client Relationship Management:

• Maintain a positive, empathetic, and professional attitude toward clients, Understand and anticipate client needs to provide personalized service
• Build and maintain strong relationships with clients to foster loyalty and retention

Documentation and Reporting:

•  Document all Client interactions and issues accurately in the company’s CRM system.
•  Prepare and present regular reports on client interactions, issues, and feedback
•  Track and monitor key performance indicators (KPIs) related to client support

Product Knowledge and Training:

•  Stay up to date with product knowledge, company services, and policies
•  Provide training and support to clients on how to use products and services
•  Assist in creating user guides and manuals for clients.
• Taking ownership of your personal development   

Team Collaboration:

• Collaborate with other team members to provide a seamless client experience.
• Participate in team meetings and training sessions.
• Share insights and best practices with colleagues to improve overall service quality
• Contributing to an environment of high engagement and high performance 

Compliance and Policy Adherence:

•  Ensure all client interactions comply with company policies and legal requirements.
•  Maintain confidentiality and security of client information.

Continuous Improvement:

• Proactively seek opportunities to improve personal performance and service processes.
• Proactively contributing ideas to optimise process efficiency across Onboarding and wider Operational teams to be part of our constant progression to excellence 

What you’ll need  

• 1-2 years’ experience in Financial Services; with an understanding of AML/KYC protocols & trading environments
• A passion for excellent Client Service.  You champion the Voice of Client and strive for the best outcomes for clients
• Excellent interpersonal skills, with the ability to communicate complex concepts in a simple and positive manner both written and verbally
• Strong proficiency in written and verbal English, most of your day will be working in English
• Proactive approach to understanding and solving client queries;
• Willingness to learn, give and receive feedback 
• High emotional intelligence
• Significant experience of case management and handling Client queries/complaints with patience and in a personalised, friendly way 
• Experience of utilising and optimising CRM/Workflow management systems & proficiency in MS Office;
• Strong attention to detail & time management/prioritisation skills and multi-tasking ability 
• Ability to drive and adapt to change with an inquisitive mind that will question the “what, why and how we can improve”
• Knowledge of the margin FX and Digital Assets space is desirable;
• Experience using/managing trading platforms such as MT4/5, PrimeXM, OneZero, YourBourse is desirable;
• FIX protocol knowledge is a plus.

Working at MAS Markets

• Be a key part of an exciting and rapidly growing business
• Strong and supportive professional team
• International work environment
• Hybrid working
• Daytime shift work with shared on-call duty;
• Applicants must have the right to work in the EU.  We will not consider applications that require sponsorship. 

What you’ll get 

• 25 days holiday (plus bank holidays) 
• Private Pension
• Private healthcare 
• Season ticket loan

How to Apply:

If you would like to apply for this role please contact Alexandra Coote via Linkedin.