Customer Support Officer

Welcome to MultiBank Group, a global financial pioneer established in 2005 in California and now proudly headquartered in Dubai, UAE. We specialize in delivering cutting-edge trading technology, unparalleled liquidity, and exceptional customer service. Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs.

Join our thriving community of over 2 million clients across 100 countries, contributing to a daily trading volume exceeding US$ 35 billion. As a heavily regulated institution with oversight from 18+ financial regulators across 5 continents, and recipient of over 80 financial awards, MultiBank Group is devoted to innovation, excellence, and empowering our clients to achieve their financial goals.

Role Overview

We are seeking a Customer Support Officer to serve as the primary point of contact for MultiBank Group clients, delivering prompt, accurate, and professional assistance across multiple channels. The role combines front-line service with operational support, guiding clients through account opening and verification, resolving account-related queries, and helping users navigate the Group's trading platforms with ease.

The Customer Support Officer ensures that every client interaction reflects the standards of a globally regulated institution. The position suits a service-driven professional who communicates clearly, manages competing priorities calmly, and takes ownership of each enquiry through to resolution.

Responsibilities

• Act as the first point of contact for client enquiries received through live chat, email, telephone, and the in-platform support channels, responding within defined service-level targets.

• Guide new clients through the onboarding journey, including account registration, document submission, and Know Your Customer (KYC) verification, in line with the Group's regulatory obligations.

• Assist clients with account-related matters such as profile updates, password resets, deposits, withdrawals, and the status of pending requests.

• Provide clear, practical support on the MetaTrader 4, MetaTrader 5, and MultiBank-Plus platforms, helping clients with login issues, platform navigation, order placement, and general functionality.

• Address questions relating to Forex, CFD, commodity, index, equity, and digital-asset products, explaining trading conditions accurately and without offering investment advice.

• Investigate and resolve client issues at first contact wherever possible, and escalate technical, payment, or compliance-related matters to the relevant department in a timely manner.

• Maintain complete and accurate records of all client interactions, cases, and follow-ups within the CRM and ticketing systems.

• Monitor open cases and proactively follow up to ensure issues are brought to a satisfactory close.

• Identify recurring client concerns and contribute feedback that supports improvements to processes, the knowledge base, and the overall client experience.

• Liaise with internal teams, including Compliance, Payments, Dealing, IT, and Operations, to coordinate the resolution of cross-functional matters.

• Adhere at all times to internal procedures, data-protection requirements, and the regulatory standards applicable to the markets in which the Group operates.

Required Qualifications

• Bachelor's degree in business, finance, economics, communications, or a related field; equivalent practical experience will be considered.

• Demonstrated experience in a customer service, client support, or contact-centre role, ideally within a fast-paced or service-led environment.

• Fluency in either English or Arabic, with strong written and spoken communication in the working language.

• Confident user of computer systems, including CRM tools, ticketing platforms, and standard office applications.

• Strong attention to detail and accuracy when handling client information and account records.

Preferred Qualifications

• Working knowledge of MetaTrader 4 (MT4) and MetaTrader 5 (MT5), or comparable trading platforms.

• Familiarity with Forex and CFD products and how trading conditions are applied.

• Experience supporting KYC and client onboarding processes within a regulated firm.

• Exposure to deposits, withdrawals, and back-office or payment operations.

• Fluency in additional languages, which is a strong advantage given the Group's international client base.

Core Competencies

• Communication and interpersonal skills: conveys information clearly and courteously, and builds rapport quickly with clients from diverse backgrounds.

• Customer-focused mindset: places the client at the centre of every interaction and takes genuine ownership of their experience.

• Problem-solving: assesses issues methodically, identifies practical solutions, and knows when to escalate.

• Attention to detail: handles accounts, documents, and records with precision and care.

• Composure under pressure: stays calm and effective when managing high volumes or sensitive situations.

• Time management: balances multiple client enquiries at once without compromising quality.

• Reliability and professionalism: dependable, discreet, and consistent in upholding the Group's standards.

• Collaboration: works well across teams to resolve matters that span more than one department.

Why Join Us?

• Work with one of the world’s leading financial derivatives institutions.

• Competitive salary plus performance-based incentives.

• Access to a dynamic, international, and fast-growing environment.

• Strong opportunities for career progression within a global financial group.

• Be part of a business committed to innovation, excellence, and long-term growth.

Become part of our international community at MultiBank Group, dedicated to excellence, innovation, and shaping the future of finance.

MultiBank Group is an equal opportunity employer. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of nationality, gender, age, religion, or disability.