Equiti is a pioneering fintech firm and world-class provider of multi-asset fintech products - from liquidity solutions to in-house tech hubs to online trading platforms. With over 400 global specialists in 9 languages, Equiti provides clients with access to individual, professional, and institutional brokerage services in Europe, the Middle East, and Africa.
At Equiti, we believe that financial opportunities can unlock potential for everyone, everywhere. We’re on a mission to deliver accessible online trading products around the world through education and accessibility.
Think finance is stuffy? Think again.
"At Equiti, we’re building fintech with a purpose: making wealth tools accessible to everyone. As we continue to grow, we’re seeking talented individuals who thrive in innovative environments. , and we are on the lookout for talented individuals who can perform and excel in a dynamic and innovative working environment. Our Retail Operations Partner Support department would like to welcome a detail-oriented.
Partners Support Officer in our office in Amman.
This role is pivotal in providing seamless partner experiences, collaborating with cross-functional teams, and ensuring operational excellence in CRM management, payment structures, and issue resolution. The ideal candidate is a fast learner with strong problem-solving abilities and a commitment to upholding best practices in a dynamic financial services environment.
Responsibilities:
Partner Account Facilitation
- Review and verify partner account setups in the CRM once approved by the Onboarding department.
- Configure and update custom payment structures, ensuring accurate rebate types and payout calculations.
- Link new or existing client accounts to the correct partners, following established guidelines and approvals.
CRM & Data Management
- Maintain precise, real-time updates of partner and client records in the CRM, including deal structures and rebate approvals.
- Conduct regular audits to ensure data integrity, flagging and correcting any discrepancies in coordination with supervisors.
Ticket & Escalation Management
- Handle inbound partner queries, meeting strict response and resolution SLAs (e.g., linking requests, payment structure updates, asset management queries).
- Escalate technical or complex issues (e.g., CRM malfunctions, product support requests) to relevant departments and log them in the shared issue sheet, ensuring prompt follow-up.
Complaint & Issue Resolution
- Identify, classify, and escalate partner complaints according to defined procedures, documenting them accurately in the designated forms and logs.
- Collaborate with cross-functional teams (Finance, Product Support, Payments, etc.) to resolve issues swiftly and maintain positive partner relations.
Rebate Processing & Verification
- Validate rebates in the CRM, ensuring correct payment structures and amounts are applied.
- Coordinate with the Finance/Payments team to troubleshoot any discrepancies and maintain transparent audit trails.
Confluence Knowledge Base
- Regularly update or create content on Confluence to keep departmental SOPs and process documents current.
- Provide clear guidelines on emerging products, offers, or partner deals, contributing to a robust knowledge-sharing culture.
Cross-Functional Collaboration
- Work closely with Sales, Finance, Risk, Client Support, and other relevant teams to guarantee smooth partner experiences and accurate account setups.
- Participate in special projects or initiatives that enhance partner programs, processes, or system functionality.
Continuous Improvement & Self-Learning
- Proactively seek out training (internal/external) on industry regulations, advanced CRM functionality, negotiation tactics, and product knowledge.
- Suggest process-improvement ideas (e.g., automation opportunities, streamlined workflows) and follow through on their implementation under the guidance of team leads.
Reporting & Analytics
- Prepare and present monthly or ad-hoc reports on partner-related metrics (trading volumes, partners performances, rebate accuracy, etc.) as requested by supervisors.
- Analyze data trends to provide insights or recommendations that boost business and departmental efficiency, and partner satisfaction.
Skills & Competencies
- Fast Learner: Able to grasp complex product offerings, payment structures, and processes quickly.
- Communication & Negotiation: Clear, professional writing and speaking skills; ability to navigate partner and internal stakeholder discussions effectively.
- Analytical & Problem-Solving: Demonstrates critical thinking to resolve escalations and identify root causes.
- Collaboration: Skilled at working with cross-functional teams in a fast-paced environment.
- Time Management & Organization: Capable of juggling multiple tasks, meeting deadlines, and prioritizing effectively.
- Adaptability: Comfortable handling shifting priorities and learning new systems or workflows on short notice.
Experience Requirements
- Bachelor’s degree in Finance, Business Administration, Computer Science, or a related field is preferred.
- Familiarity with CRM systems (in-house or third-party) and ticketing tools.
- Proficient in Microsoft Excel for data audits and basic analytics.
- Knowledge of the FX/CFD industry, MAM structures, and MetaTrader platforms is highly advantageous.
Perks
Each of our offices has its special perks; be it ‘no ties’, free lunches, charity events, or a hybrid work policy, but whenever you walk into an Equiti office, you’re sure to see a friendly face. We encourage international collaborations and always keep our eyes open to how we can do more.
The benefits you can expect at your Equiti workplace include:
- Competitive salary package
- Performance-based bonus
- Medical insurance coverage for employees and family members
- Smart working options
- Employee wellness initiatives
- Personalized career development
- Company lunch in the office
- Regular company events
With energy, drive, and imagination, there’s no limit to where your career can go at Equiti. We have a diverse workforce and geographical spread of offices, and strongly support career development initiatives as well as provide a range of opportunities for professional and life experiences.
Equiti is an equal opportunity employer.
“Equiti” refers to a group of companies consisting of seven regulated financial services companies licensed to operate in the respective jurisdictions of their incorporation, in addition to our tech and marketing hubs. Equiti has presence in Africa, Europe, and the Middle East.
