Customer Success Agent – Spanish/Portuguese

With more than 20 years of presence in financial services, OneRoyal is an award-winning, multi-licensed global broker, recognized for its strong regulatory foundation and dedication to delivering excellence. The company operates in full compliance with international regulatory standards and is licensed and regulated by ASIC, CySEC, VFSC, and FSA. OneRoyal offers online CFD trading across a diverse range of asset classes. With a global workforce of 200 talented professionals, the company fosters a dynamic, collaborative, and performance-driven environment that supports innovation and professional growth.

We are looking for a commercially driven Customer Success Agent to handle Spanish- and Portuguese-speaking clients. This role combines client conversion and retention, focusing on converting prospective clients into funded clients, developing existing relationships, and growing an assigned client portfolio. The ideal candidate speaks Spanish and Portuguese, has a good command of English, and brings experience in forex sales, account management, or client retention.

Responsibilities

• Contact and follow up with prospective clients, explain OneRoyal’s products and services, and guide them through onboarding and their first deposit.
• Manage an assigned client portfolio, building long-term relationships through regular communication and responsive support.
• Identify client needs and support ongoing engagement, account funding, and trading activity.
• Re-engage inactive clients and address service issues that may affect retention.
• Assist clients with account inquiries, platform navigation, and deposit and withdrawal procedures.
• Maintain accurate CRM records of leads, client interactions, follow-ups, and portfolio performance.
• Meet agreed conversion, retention, and portfolio growth targets while following OneRoyal’s communication and compliance procedures.
• Explain products and trading risks accurately without providing investment advice or promising returns.

Requirements

• Strong written and spoken Spanish and Portuguese.
• Good written and spoken English for internal communication and reporting.
• Previous experience in forex conversion, retention, business development, or account management.
• Strong relationship-building, communication, negotiation, and follow-up skills.
• A target-driven approach with the ability to balance commercial results and client service.
• Familiarity with forex products, trading platforms such as MT4/MT5, and CRM systems.
• Strong organizational skills and the ability to manage an active client portfolio.
• Flexibility to work hours aligned with the supported markets.

Performance Indicators

Performance will be assessed against agreed targets, including:

• Qualified First-Time Deposits (FTDs): Converting prospective clients into clients who make a qualifying first deposit.
• Adjusted Net Deposits: Achieving adjusted net deposit targets within the assigned portfolio, calculated under company rules.
• Trading Volume: Supporting client engagement and achieving trading volume targets within the assigned portfolio.
• Client Retention and Service: Maintaining active client relationships, completing timely follow-ups, and keeping accurate CRM records.

What your hiring experience looks like

1. Interview with a Talent Acquisition Specialist (30 minutes)
2. Interview with the hiring manager (1 hour)
   

Sounds like your kind of role? Let's talk!