Customer Experience Specialist

About Us

Longbridge is an AI-Powered online brokerage that serves global investors with optimal trading experiences through building worldwide trading infrastructure and networks.

Established in March 2019, Longbridge holds 22 financial licenses and qualifications across the United States, Singapore, Hong Kong, New Zealand and other regions, having secured over US $150 million in strategic investments from major financial and investment institutions.

Its subsidiary, Longbridge Securities (Hong Kong) Limited (CE No.: BPX066), holds Type 1, 2, 4, and 9 licenses issued by the Hong Kong Securities and Futures Commission (SFC)

About the Role

As a core member of the Offline Service Team, you will serve as a key brand representative and primary point of contact for walk-in clients. This role focuses on delivering high-quality, compliant, and professional advisory services, optimizing offline service processes, and continuously enhancing client experience and trading functionalities through effective cross-functional collaboration

Key Responsibilities

• Business Support & Service Excellence
• Provide accurate and timely guidance on securities and futures trading rules, order types, account-related inquiries, and fund transfers, ensuring high levels of client satisfaction and operational precision.
• Client Experience & Site Flow Management
• Assess walk-in client needs and manage on-site service flow efficiently based on client segmentation to deliver a seamless and premium offline experience.
• Cross-functional Coordination & System Enhancement
• Collaborate closely with Settlement and Customer Service teams to monitor and resolve client cases.
• Proactively collect offline feedback and translate insights into actionable recommendations for system and product improvements (e.g., trading interface enhancements, campaign optimization).
• Complaint Resolution & Issue Management
• Handle client complaints and ad hoc inquiries with professionalism, empathy, and composure.
• Demonstrate strong emotional resilience and sound judgment under pressure while safeguarding the company’s reputation
• Event Operations Support
• Support offline marketing initiatives through effective manpower planning, resource coordination, and crowd management to ensure smooth execution and thorough post-event follow-up.

Requirements

• At least 2 years' experience in Customer Service
• High level of integrity and ethical standards, with strict adherence to compliance requirements, including avoidance of unauthorized investment advice and proper management of conflicts of interest
• Detail-oriented with strong learning agility
• Ability to perform under pressure with professionalism, resilience, and sound decision-making in a fast-paced environment