Trade Support Executive - FXT

London Stock Exchange Group; Philippines; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Wellbeing allowance

Employee assistance program

Hybrid work model

Tuition reimbursement

Certification sponsorship

Volunteer days

Healthcare

Retirement planning

Company matching gifts

Job summary

London Stock Exchange Group is seeking an energetic Trade Support Executive - FXT to provide technical and functional support for the FX trading application and its infrastructure. You will liaise with investment banks’ staff and collaborate with developers, product managers and business owners to deliver an excellent level of service.

The role emphasizes strong communication, problem solving and a proactive attitude.

Qualifications

• Previous customer support experience in a highly pressurized environment.
• Experience supporting customers by phone, email, or chat.
• Experience in Capital Markets and/or Forex trading workflows.
• Knowledge of Active Directory Management and/or Infrastructure Network Engineering.

Responsibilities

• Work with internal and external resolver teams to investigate and resolve incoming client queries via phone and email.
• Log all inquiries and document client contact through to resolution in Salesforce CRM.
• Provide clients with guidance on system functionality and workflow.
• Identify and communicate urgent issues with potential P/L and franchise risk.
• Build knowledge of the marketplace and stay updated on industry trends.
• Contribute to knowledge management efforts.
• Complete required trainings - regulatory and otherwise.

Skills

Customer support

Communication

Problem solving

Multi-tasking

Tools

Salesforce CRM

Active Directory

Job description

Trade Support Executive - FXT

We are looking for an energetic and dynamic Trading support professional to join our global team. The candidate’s primary role will be to provide technical and functional support for the application and its infrastructure, liaising with investment banks' business & technical staff and working with developers, product managers and internal business owners to provide an exceptional level of service to all customers.

To be the ideal candidate you will be proficient with technology and have strong communication skills (both written and oral). You will enjoy problem solving and interacting with various people throughout the day. You like to learn new technology and approach challenges with an open mind and positive attitude. The right personality will match our ambitious, open, and focused culture, while putting the needs of our clients first and aiming to achieve the goals set by our management team.

Role Responsibilities

• Work with internal and external resolver teams to investigate and resolve incoming client queries, via both phone and email
• Log all inquiries, and accurately document client contact through to resolution in Salesforce CRM
• Provide clients with guidance on system functionality and workflow
• Identify and communicate urgent issues that may have associated P/L and franchise risk
• Build knowledge of the marketplace and keep up with current industry trends
• Contribute to knowledge management efforts
• Complete required trainings - regulatory and otherwise

Qualifications

• Previous customer support experience within a highly pressurized environment.
• Previous experience supporting customers by phone and email or chat.
• Previous roles supporting Capital Markets and/or Forex trading workflows.
• Knowledge of Active Directory Management and/or Infrastructure Network Engineering

Skills & Behaviors

• Problem solving: defines a problem generates solutions and evaluates and identifies the best solution to overcome the problem.
• Initiative: Identifies what needs to be done and takes appropriate action without waiting to be asked.
• Product & service knowledge: Leverages technical knowledge of products and services to meet customer needs, understand market segments and deliver excellent outcomes.
• Customer empathy: Identifies a customer's emotional needs, understands the reasons behind that need and responds to it optimally and appropriately.
• Attention to detail: Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly.
• Telephone proficiency: Uses effective communication, interpersonal skills and the ability to incorporate appropriate phone etiquette.
• Collaboration: Works optimally with others and adapts ways of working to achieve a common goal
• Multi-tasking and prioritization: Adapts to rapidly changing events and environments while accurately judging priorities and keeping track of details.
• Work ethic: Works hard and is disciplined in completing tasks can be depended on to complete tasks of high quality within a deadline.

Reasons to work at LSEG

• Wellbeing: wellness allowance and employee assistance program
• Hybrid work model: 2 days from home, 3 days from the office
• Recognition: a culture of appreciation & recognition through a global Reward and Recognition platform
• Development: e-learning platform, tuition reimbursement, and certification sponsorship opportunities
• Charity: 2 paid days off to volunteer, company matching for qualified fundraisers and charity donations
• Career Stage: Senior Associate

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives.

Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

LSEG is headquartered in the United Kingdom, with significant operations in 70 countries across Europe, the Middle East, Africa, North America, Latin America and Asia Pacific.