We are hiring an experienced Retention Agent with a native-level English (British or American accent) and a proven track record in Forex/CFD client retention. This role is focused on protecting revenue, improving client lifetime value (LTV), 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 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.

Preferred (Nice-to-Have)

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.

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

Job Description