Trading Complaints Associate (SME experience)

Hytech Consulting Management; Manila; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Convenient and travel-friendly office

Non-taxable allowances covering rice,

Complimentary coffee and snacks

Employee referral program with incent­

Career development opportunities

Supportive and collaborative work env

Team-building activities and companys'

Job summary

Hytech Consulting Management in Manila is seeking a Trading Complaints Associate (SME experience) to manage daily trade investigations and resolve client complaints. You will communicate between clients and the front-end team, upholding SOPs with professional, empathetic support.

The role requires at least 2 years in customer service or complaints handling, good written English, and familiarity with financial products and MT4 trading platforms. Fluency in spoken English is a plus.

Qualifications

• 2+ years in customer service or complaints handling.
• Strong written English with high grammar proficiency.
• Familiarity with financial products and MT4/trading platforms.

Responsibilities

• Independently manage daily trade investigations and complaints tasks.
• Investigate and resolve client complaints following SOPs.
• Provide knowledgeable and empathetic support to clients.
• Handle complex complaints with composure and implement compensatory measures when appropriate.
• Work autonomously with access to ongoing support.
• Identify emerging patterns in client feedback and complaints to improve processes.
• Contribute to quality control and ensure compliance with standards.
• Address client grievances using established response protocols and tailor solutions.
• Draft personalized responses to client inquiries with oversight until proficient.

Skills

Customer service

Written English

Empathy

Problem solving

Communication

Tools

MT4

Trading platforms

Job description

Trading Complaints Associate (SME experience)

The Role:

As part of the Trading Team, the primary responsibility of this role is to manage client complaints and facilitate communication between clients and the front-end team.

Our mission is to act as an impartial intermediary between the company and its clients, ensuring the prompt and effective resolution of client concerns. By addressing issues with professionalism and efficiency, we strive to enhance the client experience, prevent issue escalation, and uphold the integrity of the organization. Through our commitment to high standards of service, we aim to foster long-term client satisfaction and trust.

Ideal Candidate:

We are seeking individuals who excel in client-facing roles and possess a genuine interest in financial markets. Success in this position requires keen attention to detail, strong empathy, and exceptional problem-solving skills.

Responsibilities:

• Independently manage daily trade investigations and complaints tasks.
• Investigate and resolve client complaints in accordance with the company’s Standard Operating Procedures (SOP).
• Provide knowledgeable and empathetic support to clients, addressing their concerns with clarity and professionalism.
• Handle complex or challenging complaints with composure, implementing authorized compensatory measures when appropriate.
• Work autonomously while demonstrating initiative, with access to ongoing support as needed.
• Proactively identify and report emerging patterns in client feedback and complaints to improve
• Contribute to the continuous improvement of quality control processes, ensuring compliance with company standards.
• Address client grievances using established response protocols, tailoring solutions to meet individual client needs.
• Conduct thorough research and draft personalized responses to client inquiries, with oversight and support until proficiency is achieved.

Requirements:

• Minimum of 2 years of experience in customer service or complaints handling.
• Exceptional written communication skills in English, with a strong command of grammar.
• Familiarity with financial products, as well as experience using MT4 and trading platforms, is a

Fluency in spoken English is a plus.

Personal Characteristics and Behaviors:

• Strong communication skills, with the ability to articulate ideas clearly and effectively.
• Excellent problem-solving and analytical abilities, with a solution-oriented approach to
• Collaborative team player, demonstrating a positive and cooperative attitude.
• Logical and strategic thinker, able to analyze situations from multiple perspectives.
• Skilled at distinguishing between objective facts and subjective perceptions to ensure fair

What You Can Expect:

Career Growth – Join a pioneering account and unlock your full potential while working with dynamic individuals.

Competitive Salary – We value your hard work and offer a fair wage for your efforts.

Positive Working Environment – Our goal is to create a workplace where you feel motivated and proud to contribute.

Work-Life Balance – We prioritize the wellness of our employees and ensure a fulfilling and enjoyable work experience.

Company Perks:

• Convenient and travel-friendly office location
• Non-taxable allowances covering rice, medical, clothing, and laundry expenses
• Complimentary coffee and snacks available in the workplace
• Employee referral program with incentives
• Opportunities for career development and internal growth
• Supportive and collaborative work environment
• Team-building activities, company events, and birthday celebrations

Why Join Us?

We believe in fostering a true sense of teamwork. If you're looking for a structured, supportive environment to grow and make an impact, this opportunity is perfect for you.

We look forward to welcoming you to our team!

Requirements

Please refer to job description.

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