Trading Support Executive

Doo Consulting Limited; Kuala Lumpur; On-site; MYR 72,000 - 110,000; Full time

Job summary

Doo Consulting Limited seeks a Trading Enquiry Support Specialist to handle daily client inquiries, retrieve and explain trading outcomes, and investigate complaints related to order execution and account issues. You will work across customer service, sales, back-office, and compliance to ensure timely resolution.

The role requires a solid understanding of CFD/Forex concepts, strong analytical abilities, and hands-on familiarity with MT4/MT5 platforms.

Qualifications

• Strong understanding of CFD/Forex concepts and trading terms.
• Experience in investigating trading-related issues and escalating to relevant teams.
• Proficient in data interpretation and using Excel for analysis.

Responsibilities

• Handle daily client enquiries about order execution, margins, and trading hours.
• Retrieve and verify trading records, logs, and account funds from MT4/MT5 systems.
• Investigate client complaints related to order execution and account issues.
• Collaborate with customer service, sales, back-office, and compliance teams.
• Monitor real-time trading activity to spot anomalies and risks.
• Document investigations and contribute to knowledge bases and SOPs.

Skills

Analytical skills

Investigative skills

Attention to detail

Cross-department collaboration

Ability to work under pressure

Education

Bachelor's degree in Finance or related

Tools

MT4/MT5

Excel

Job description

This role provides trading-related enquiry support and investigation for a CFD/Forex brokerage. You will handle daily client enquiries concerning trading activities, retrieve and explain trading outcomes based on system logs and market data, and conduct investigations into client complaints regarding order execution and account issues. You will work across internal teams to support customer service, sales, back-office, and compliance functions, and monitor real-time trading platform activities to identify anomalies and risks.

Key responsibilities

Handle daily client enquiries concerning trading activities, including order execution, rejected/cancelled orders, take-profit & stop-loss, margin calls, leverage, spreads, slippage, swaps, commissions, and trading hours

Retrieve client orders, positions, historical trades and account fund records from MT4/MT5 systems

Retrieve MT4/MT5 trading records and system logs; cross-check order timestamps, executed prices, and client pending order prices against prevailing market quotes

Conduct full investigations for client complaints regarding unexpected or anomalous order execution

Review account equity, balance, margin level and position records for stop-out and margin-shortfall complaints

Identify root causes of trading issues: normal market volatility, client operational error, platform trading parameters, quote/liquidity-related issues or system technical failures

Provide trading-related support for customer service, sales, back-office, compliance and other internal teams

Escalate trading parameters, quotes, swap, margin and instrument-related issues to Trading Operations; platform and technical failures to Technical Support; large-exposure risks and suspicious trading behaviour to Trading/Risk team

Perform basic monitoring of real-time MT4/MT5 trading activities and spot anomalous trading behaviours and order-execution errors

Maintain complete records of trading investigation tickets and outcomes; contribute to internal FAQ libraries, knowledge base and standard operating procedures

About you

Solid foundational to good understanding of CFD/Forex concepts, including buy/sell orders, bid/ask price, spread, margin, leverage, stop-loss & take-profit, stop-out, swap, commission, slippage, market orders and pending orders

Strong investigative and analytical skills with high attention to detail; able to interpret trading activities and deliver clear investigation conclusions

Capable of smooth cross-department collaboration, handling escalated cases, and working under pressure during periods of high-market volatility

Good command of Excel or equivalent data-analysis tools (preferred)

Hands-on familiarity with MT4/MT5 or other brokerage trading platforms (bonus)

Prior working experience in CFD, Forex, brokerage, fintech, trading floor, trading support or financial-services related fields (bonus)

Diploma or Bachelor's degree or above in Finance, Business, Economics, Information Technology or other related disciplines (preferred)

Fresh graduates will be considered if they demonstrate strong interest in financial markets and solid analytical capabilities