Retention Agent – Forex/CFD (Native English)

About the role

We are looking for an experienced Retention Agent to protect revenue and boost client lifetime value in the Forex/CFD space. The successful candidate will use proactive outreach and client education to reactivate dormant accounts and minimise churn, while adhering to strict compliance standards.

Key responsibilities

• Manage a portfolio of active clients and apply retention strategies to increase engagement.
• Make outbound calls to reactivate dormant clients and prevent churn through consultative communication.
• Guide clients on platform usage, onboarding and trading journey without providing financial advice.
• Identify churn‑risk signals and execute approved save‑offers and retention campaigns.
• Track and report KPIs such as reactivation rate, churn reduction, active traders and client satisfaction.
• Maintain accurate interaction records in the CRM and follow internal workflows.
• Collaborate with Compliance, Dealing, KYC and Customer Support to ensure a smooth client experience.
• Escalate complaints, technical issues or operational blockers promptly and professionally.

Required profile

• Minimum 3 years of experience in Forex/CFD client retention within a brokerage environment.
• Native‑level English with a clear British or American accent.
• Strong understanding of Forex/CFD products, trading terminology and client lifecycle.
• Proven ability to handle objections, de‑escalate issues and build long‑term trust.
• Comfortable with high‑volume call environments and performance‑driven targets.

Required skills

• Experience with MT4 and MT5 platforms.
• Proficiency in CRM systems and VoIP dialers.
• Familiarity with ticketing tools.