Customer Service Executive - Mandarin Speaking - Capital Index - London

Capital Index (UK) Limited is a leading provider of online FX and CFD trading services. Our headquarters are in the City of London, and we have offices in South Africa, Australia and Cyprus. We service a global client base of active investors. Capital Index (UK) Limited is regulated and authorised by the UK Financial Conduct Authority (FCA).

The Role

To be responsible for all client contact from account opening, account support through to account funding. KYC will be at the forefront of your role making sure you have fully identified our clients and are opening them in accordance with our internal policies and guidelines, along with regulatory requirements. You will be responsible for all incoming and outgoing funds for segregated business across all regions including Europe, China. Customer Service will be a consistent theme throughout all roles and duties, and client satisfaction will be your main aim.

Responsibilities include but are not limited to:

• Learn, keep up to date with and abide by internal and external agreed SLA’s for prospect, applicant and client care.


• Explain the Company’s product to prospects, applicants and clients with the objective of converting the party to the next stage of the on boarding, sales and retention process. This will require interaction by telephone, email, live chat, social media and webinar as well as occasionally face to face at seminars, trade shows and partner events.


• Review all new account applications, requesting the appropriate supporting documentation from applicants where required, and highlight suspicious and / or fraudulent applications and documentation to the Head of Compliance.


• Log and file, both electronic and hard copy, all documentation and information received in relation to all accounts both generated by the customer due diligence on-boarding process and the Company’s ongoing KYC, AML and CFT responsibilities.


• Troubleshoot prospect, applicant and client account sign-up, deposit, trading platform set-up and account access problems with the objective of converting the party to the next stage of the on boarding, sales and retention process.


• Suggest content for and monitor accuracy of both the sales and client portal areas of the Company website with the objective of converting prospects, applicants and clients to the next stage of the on boarding, sales and retention process.


• Monitor and store prospect, applicant and client feedback, highlighting both positive and negative feedback to management with the objective of improving on boarding, sales and retention process conversion.

Essential Skills / Experience

• Fluent in English and an additional language. Languages required: Mandarin


• Sound knowledge of financial markets and derivative products


• Banking/Financial Services background or,


• Call Centre/Customer Service background


• Working knowledge of all Microsoft programmes


• Ability to work in the UK


• A Levels

Desirable Skills / Experience**

• Degree Educated


• Relevant Financial Qualifications such as Level 3 and above FCA Financial Regulation paper or the Derivatives paper.


• CFD/FX/Spread Betting work experience

Salary from £22,000 per annum depending on experience plus discretionary bonuses.
This role involves shift work: shift rotations on a fortnightly basis. Sunday-Thursday and Monday to Friday. Shift times are 7am – 4pm; 10pm – 7am.

Due to the high volume of CVs we expect to receive, we are only able to respond to applicants who have been shortlisted for an interview. Please note that we will only consider candidates who have the right to live and work in the UK.

Required skills

• Call Centre


• Customer Service


• Financial Services


• Mandarin


• Microsoft Office

Job Type: Full-time