Retention Agent; Forex​/CFD — English Native; British or American Accent

Retention Agent (Forex/CFD) — English Native (British or American Accent)

Dubai, United Arab Emirates – Company: DB Financial (Posted: 03.06.2026)

• Manage a portfolio of active clients and implement retention strategies to increase engagement and activity.
• Conduct outbound calls to reactivate dormant clients and prevent churn through consultative communication.
• Support clients with platform usage, onboarding, and trading journey guidance (without providing financial advice).
• Identify churn risk signals and execute save-offers and retention campaigns within approved policies.
• Drive KPIs such as reactivation rate, churn reduction, active traders, deposit continuity, and client satisfaction.
• Maintain accurate records of all interactions in the CRM and follow internal workflows.
• Collaborate with Compliance, Dealing, KYC, and Customer Support to ensure smooth client experience.
• Escalate complaints, technical issues, or operational blockers quickly and professionally.

• Minimum 3 years’ experience in Forex/CFD retention (brokerage environment).
• Native-level English with clear British or American accent (verbal fluency is essential).
• Strong understanding of Forex/CFD products, trading terminology, and client lifecycle dynamics.
• Proven ability to handle objections, de‑escalate issues, and build long-term client trust.
• Comfortable with high‑volume calls and performance‑driven environments.
• Strong CRM discipline and reporting accuracy.

• Experience in regulated environments and familiarity with compliance boundaries (no advice, no guarantees).
• Additional languages (Arabic, Russian, French, Spanish, Italian) is a plus.
• Experience with platforms/tools like MT4/MT5, CRM systems, VoIP dialers, and ticketing tools.