Retention Agent – Forex/CFD, English Native

DB Investing

Retention Agent responsible for managing client portfolios and reducing churn in Forex/CFD. Implementing retention strategies and supporting clients throughout their trading journey.

Posted 6/29/2026full-timeSaint Julian's • 🇲🇹 MaltaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

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

What you’ll need

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.
Additional languages (Arabic, Russian, French, Spanish, Italian) is a plus.
Experience with platforms/tools like MT4/MT5, CRM systems, VoIP dialers, and ticketing tools.

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Client Retention StrategiesChurn Risk IdentificationKPI ManagementObjection HandlingDe-Escalation Techniques

Soft Skills

Consultative CommunicationBuilding Client TrustProfessional Complaint Escalation