Customer Service Officer (UAEN)

The Customer Service Officer is responsible for supporting clients of Daman Securities by addressing inquiries related to their brokerage accounts, trading activity, market information, and general product enquiries. The role implements a client-centric approach to providing exceptional service and support to retail and institutional trading clients, ensuring their needs are met efficiently, in compliance with SCA regulations and internal policies.

KEY DUTIES & RESPONSIBILITIES

• Respond promptly to client inquiries via phone, email, chat, or other communication channels regarding trading accounts, market updates, and general enquiries.
• Provide accurate and comprehensive information about Daman Securities' products, services, trading platforms, and account features.
• Address client concerns and resolve issues related to trade execution, account access, statements, and general service matters.
• Assist clients with account opening, KYC / AML documentation, funding, and withdrawal requests.
• Support clients in navigating trading platforms and understanding order types, market data, and account activity.
• Guide new clients through the onboarding process, including SCA account activation and platform familiarisation.
• Maintain accurate and up-to-date client records and documentation in compliance with SCA regulations and internal policies.
• Ensure all client interactions and transactions are properly recorded and documented in the CRM.
• Proactively engage with clients to identify opportunities for additional products and services (e.g. margin, IPO subscriptions, fixed income access).
• Collaborate with internal teams, including dealers, operations, settlement, compliance, and IT, to resolve client inquiries and issues.
• Uphold company values throughout business practices and utilise sound judgment in decision making.
• Any other additional duties as may be required by management based on needs of the business.

POSITION REQUIREMENTS

Educational Qualifications

• Relevant bachelor's degree in Business, Finance, Economics, or a related field.

Skills & Personal Attributes

• Bilingual proficiency in Arabic and English strongly preferred, with excellent communication and interpersonal skills to interact effectively with clients and colleagues.
• Attention to detail and the ability to handle multiple client interactions in a fast-paced trading environment.
• Client-focused approach with a dedication to providing exceptional service.
• Familiarity with UAE financial services regulation, particularly SCA rules applicable to brokerage clients.
• Working knowledge of local and regional markets (DFM, ADX, Tadawul) and basic understanding of trading platforms and order types.

Work Experience

• Minimum 1-3 years of relevant work experience in a similar client-facing role.
• Proven experience in customer service or client support within the financial services industry, preferably in brokerage, securities trading, or online trading platforms.

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