Complaints Specialist

Exness·Belize·Удалённо·4 нед. назад

At Exness, we are not just a leading trading broker—we’ve reimagined what it takes to be a leader. With 40M+ trades a day and 2,000+ people across 13 countries, we combine scale, care, and real tech to make trading better for 1M+ clients worldwide.

Recognised globally as a Best Place to Work, we’re a people-first company where long-term wins always matter more. As part of our team, you will shape the future of fintech with real technology, care, and purpose.

Why this role matters

The Complaints Specialist is responsible for managing, investigating, and resolving customer complaints in a timely, fair, and transparent manner. The role ensures that all client concerns are handled in accordance with internal policies, regulatory requirements, and service standards, while safeguarding the company’s reputation and enhancing overall client satisfaction.

This position serves as a key escalation point for complex, sensitive, and high-risk cases, requiring strong analytical thinking, sound judgment, and cross-functional coordination.

The role is based in our office in Belize. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.

What you'll actually do

1. Complaint Intake & Classification

Identify and register complaints accurately across internal systems (e.g., CRM, ticketing tools, case management platforms such as Jira).
Distinguish between general inquiries and formal complaints based on regulatory definitions and internal policies.
Ensure proper tagging, categorization, and prioritization (e.g., standard, high-risk, reputational threat, regulatory-related).

2. Investigation & Analysis

Conduct thorough investigations using multiple internal tools and platforms, including:

Trading platforms (e.g., MT4/MT5 )
Back-office systems
Payment and transaction systems
Internal communication tools (Slack, email threads)
Analyse trading behavior, execution logs, pricing data, and system performance to validate complaint legitimacy.
Review historical client activity and prior interactions to identify patterns or recurring issues.
Assess technical incidents, liquidity conditions, slippage, stop-out and execution quality where applicable.

3. Resolution & Decision Making

Provide fair, consistent, and well-justified resolutions based on investigation findings.
Apply internal policies, risk guidelines, and compensation frameworks accurately.
Calculate compensation (if applicable) based on validated losses, platform behavior, and incident impact.
Ability to manage client satisfaction with company risk exposure and regulatory compliance.

4. Client Communication

Draft clear, and professional responses to clients.
Translate complex technical findings into easily understandable explanations.
Manage difficult conversations, including:

Dissatisfied or emotional clients
Clients threatening escalation (regulators, legal, social media)

5. Cross-Functional Collaboration

Work closely with:

Customer Support Team
Risk & Trading Teams
Payments Team
Legal & Compliance
Public Relation / Social Media (for reputational threats)
Escalate issues when required and ensure timely follow-ups.
Participate in root cause analysis and contribute to incident reviews.

6. Service Level Agreement & Case Management

Ensure all complaints are handled within defined SLAs and internal KPIs.
Manage workload effectively, prioritizing urgent and high-impact cases.
Maintain accurate and complete documentation of all case actions and decisions.

7. Knowledge Management & Process Improvement

Maintain and contribute to internal knowledge bases with updated case insights, policies, and resolutions.
Identify recurring issues and propose improvements to:

Products/services
Internal processes
Customer journey
Support the development of best practices and standard operating procedures (SOPs).

8. Risk & Reputational Management

Identify and flag high-risk or reputational threat cases (e.g., regulatory complaints, legal threats, social media exposure).
Ensure proper escalation and handling in line with reputational threat frameworks.
Support mitigation strategies to protect the company’s brand and compliance standing.

Who we’re looking for

Minimum 2 year of experience within finance industry (preferably in Customer Support, Compliance, or Complaints)
Prior experience handling escalations, disputes, or client-facing roles is highly advantageous.
Familiarity with:
Ability to interpret trading logs and execution data.
Strong understanding of trading concepts ( slippage , spread , liquidity , execution ).
Strong analytical skill to assess complex situations, identify root causes, and make data-driven decisions.
High level of accuracy and attention-to-detail when reviewing logs, transactions, and client claims.
Excellent written and verbal communication.
Ability to simplify complex technical concepts for clients.
Quick thinker with the ability to handle ambiguous and high-pressure situations.
Proactive and self-motivated
Strong sense of ownership and accountability
Ability to work under pressure and manage multiple cases simultaneously
Team player with strong collaboration mindset
High reliability and excellent attendance record

What we offer along the way

Competitive salary and annual performance bonus
Full relocation support for you and your family — flights, housing, visas, and legal assistance included
Top-tier health insurance with full family coverage — medical, dental, vision, mental health.
Unlimited learning opportunities: external courses, English lessons, career and leadership development
Education allowance covering school and kindergarten fees
21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
Employee appreciation program: branded gifts, birthday day-offs, celebration budgets for weddings, newborns, and milestones
“Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
Employee share scheme — grow with us

What your journey looks like

Intro call with Recruiter (30 minutes)
English check (if needed)
Assessments
Tech interview (60 minutes)
Behavioural interview (60 minutes)

What it's like here

We share the real Exness experience - our people, ideas, moments, and everything in between.

Sounds like you? Apply.

Please note: We occasionally amend or withdraw Exness jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Exness/Exness Group companies around the world. Exness Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Exness. Anyone who demands such a fee is not an authorized Exness representative and you are strongly advised to refuse any such demand.

At Exness, we're an equal opportunity employer where every individual is valued. No matter your race, color, religion, sex, national origin, sexual orientation, gender identity or disability, we welcome you. As an international fintech company, we embrace the richness of our diverse team, respecting each individual and promoting gender equality for all genders in our workforce.