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Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting, with offices across six regions. The company operates a world-class, multifaceted brokerage with heavy investment in trading technology, serving traders from beginners to institutional-level clients.
The Client & Partner Solutions Specialist role supports the Client & Partner Solutions team in delivering client-focused services that strengthen AxiTrader's competitive position while maintaining compliance with applicable regulatory requirements.
Key responsibilities include:
- Provide high-quality, comprehensive, and personalized service to clients and partners, building and maintaining strong relationships to support long-term engagement and satisfaction
- Manage and respond to partner requests related to payments, client assignments, onboarding/offboarding processes, trading queries, trading services and tools, and technical support issues with accurate and timely responses
- Serve as a point of escalation for complex cases, driving timely resolution within agreed timeframes with clear, professional communication
- Navigate all required portals, platforms, software, and tools at an advanced level to support operational accuracy, responsiveness, and efficiency
- Communicate clearly and professionally, both verbally and in writing, to explain outcomes and solutions to clients, partners, and internal stakeholders
- Respond and adapt effectively to changing business priorities, manage high-volume tasks, and deliver complete solutions within required timeframes
- Adhere to SOPs, internal policies, and compliance requirements, including escalation and reporting procedures
- Consistently meet individual performance targets and KPIs while working collaboratively to support team objectives
- Stay up to date with relevant changes and announcements, action required changes within agreed timelines, and ensure processes meet legal, regulatory, and internal standards
- Manage communication across multiple channels in a professional and collaborative manner
- Partner with internal teams to resolve complex matters and deliver consistent, end-to-end solutions
- Identify and report issues affecting internal and external operational processes in a timely manner
- Detect potential risks within client and partner operations and escalate through appropriate channels
- Contribute to initiatives focused on improving client and partner experience, providing practical feedback to support product development and service enhancements
- Demonstrate professional conduct, ownership, initiative, and reliability, maintaining proactive communication and cross-team collaboration
Requirements:
- Strong written and verbal English communication skills
- Customer service and client relationship management experience
- Experience handling complex cases and escalations
- Proactive and solution-oriented mindset
- Experience with FX/CFD trading platforms with familiarity in MT4/MT5
- Experience supporting clients via email and live chat
- Experience managing partners, Introducing Brokers (IBs), and other stakeholders
