Trading Support Executive

About the role

This role provides trading-related enquiry support and investigation for a CFD/Forex brokerage. You will handle daily client enquiries concerning trading activities, retrieve and explain trading outcomes based on system logs and market data, and conduct investigations into client complaints regarding order execution and account issues. You will work across internal teams to support customer service, sales, back-office, and compliance functions, and monitor real-time trading platform activities to identify anomalies and risks.

Key responsibilities

• Handle daily client enquiries concerning trading activities, including order execution, rejected/cancelled orders, take-profit & stop-loss, margin calls, leverage, spreads, slippage, swaps, commissions, and trading hours
• Retrieve client orders, positions, historical trades and account fund records from MT4/MT5 systems
• Retrieve MT4/MT5 trading records and system logs; cross-check order timestamps, executed prices, and client pending order prices against prevailing market quotes
• Conduct full investigations for client complaints regarding unexpected or anomalous order execution
• Review account equity, balance, margin level and position records for stop-out and margin-shortfall complaints
• Identify root causes of trading issues: normal market volatility, client operational error, platform trading parameters, quote/liquidity-related issues or system technical failures
• Provide trading-related support for customer service, sales, back-office, compliance and other internal teams
• Escalate trading parameters, quotes, swap, margin and instrument-related issues to Trading Operations; platform and technical failures to Technical Support; large-exposure risks and suspicious trading behaviour to Trading/Risk team
• Perform basic monitoring of real-time MT4/MT5 trading activities and spot anomalous trading behaviours and order-execution errors
• Maintain complete records of trading investigation tickets and outcomes; contribute to internal FAQ libraries, knowledge base and standard operating procedures

About you

• Solid foundational to good understanding of CFD/Forex concepts, including buy/sell orders, bid/ask price, spread, margin, leverage, stop-loss & take-profit, stop-out, swap, commission, slippage, market orders and pending orders
• Strong investigative and analytical skills with high attention to detail; able to interpret trading activities and deliver clear investigation conclusions
• Capable of smooth cross-department collaboration, handling escalated cases, and working under pressure during periods of high-market volatility
• Good command of Excel or equivalent data-analysis tools (preferred)
• Hands-on familiarity with MT4/MT5 or other brokerage trading platforms (bonus)
• Prior working experience in CFD, Forex, brokerage, fintech, trading floor, trading support or financial-services related fields (bonus)
• Diploma or Bachelor's degree or above in Finance, Business, Economics, Information Technology or other related disciplines (preferred)
• Fresh graduates will be considered if they demonstrate strong interest in financial markets and solid analytical capabilities