Retention Specialist

Overview: We are hiring an experienced Retention Agent with a native-level English (British or American accent) and a proven track record in Forex client retention. This role is focused on protecting revenue, improving client lifetime value, and reducing churn through proactive relationship management, client education, and structured follow-ups aligned with compliance standards. Key Responsibilities * 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.

Requirements (Must-Have) * Minimum 1 year work experience in Forex/CFD retention (not personal forex trader). * 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. Preferred (Nice-to-Have) * Experience in regulated environments and familiarity with compliance boundaries (no advice, no guarantees). * Experience with platforms/tools like MT4/MT5, CRM systems, VoIP dialers, and ticketing tools.