Customer Experience Associate

INGOT

Employer Active

Posted on 18 Dec

Experience

1 - 3 Years

Job Location

Amman - Jordan

Education

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

The Customer Experience Associate is responsible for delivering frontline client support and operational execution within the CX Department. This role ensures seamless client interactions across all channels, accurate and timely handling of operational tasks, and strict compliance with internal procedures and regulatory standards. Acting as the bridge between clients and internal functions, the Associate supports both customer satisfaction and operational excellence.

Main Activities and Responsibilities:

  • Respond promptly and professionally to clients via Zendesk, Live Chat, WhatsApp, LinkedIn, email, and social media
  • Handle standard account, platform, and transaction inquiries in line with SOPs
  • Assist with onboarding and KYC verification
  • Maintain accurate documentation in CRM and ticketing systems
  • Process manual account-related requests including:
    *Manual account opening, closures, and terminations
    *IB/Affiliate creation and updates
    *Trading group and MT group updates
    * Manual transactions and adjustments
  • Maintain accurate records for audit readiness and compliance
  • Identify complex or high-risk cases and escalate to the CX Specialist or Team Leader
  • Provide complete notes and clear documentation for escalations
  • Collaborate with Compliance, Risk, and Technical teams to resolve interdepartmental issues
  • Ensure adherence to AML/KYC requirements across jurisdictions
  • Follow SOPs and entity-specific regulations
  • Uphold SLA and QA targets for response and resolution times
  • Attend training sessions to continuously enhance product and process expertise
  • Contribute ideas for improving workflows and client experience
  • Adhering to any requests that are related to the above points while upholding the company s values (Ethics, Committed, Innovation) at the highest standards
  • Any other duties relevant to the role

Desired Candidate Profile

You ll excel at what you do because you re in a role that aligns with your skills and passions

  • You ll be aligned with our core values - High Ethics, Commitment and Innovation we re looking for team members who get it, want it, and have the capacity to do it
  • We want you to thrive in an environment where your contributions matter, and you can make an impact on our mission.br> br>

If you re a high-energy, results-driven professional who s ready to take on a role that matches your expertise and values, we d love to connect! Check out the details below and see if this is the right fit for you./p>

br>Purpose of Role/Summary:br> /p>

Company Industry

  • Banking
  • Financial Services
  • Broking

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Customer Experience Associate

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INGOT

At INGOT, we believe in building high-performing teams where everyone is in the right seat not just filling a role, but thriving in it. Our approach emphasizes in getting the right people in the right positions to drive business growth and success./p>

br> /p>

Here s what that means for YOU:/p>

https://ingotbrokers.bamboohr.com/careers/339