Client Development Specialist

Job Brief The Client Development Specialist
owns the customer relationship from first contact through to first deposit and early trading activity, guiding each lead through registration, KYC verification, and first deposit.
The role carries a personal conversion target and is measured on how many leads become funded, active traders. It works by explaining the platform clearly, answering concerns with evidence, and removing practical obstacles - not by pressure or persuasion.
Key Responsibilities
Own the customer journey end to end
Respond to new leads by message or phone call within 15 minutes during working hours
Guide each customer through registration, KYC completion, and first deposit
Follow up over a weekly cycle, using a different angle at each touchpoint
Move to a phone or Zalo call when chat cannot resolve the issue, such as a stalled KYC or deposit hesitation
Continue supporting the customer after first deposit: first trade, re-deposit, and ongoing activity
Answer customer questions and handle objections
Address the five most common concerns of Vietnamese traders: broker legitimacy, withdrawal reliability, fees and spreads, risk of loss, and reasons to switch from a current platform
Explain KYC, account types, spreads, leverage, and deposit and withdrawal processes independently, without escalating routine questions
Maintain accurate records
Update the lead tracker within five minutes of each customer interaction
Record the reason a customer stops at each stage, for use by the marketing team in improving ads and landing pages
Review personal funnel performance weekly and bring findings to the team review
Support the wider team
Share CX figures, report back to marketing on script performance, lead quality, and recurring customer questions
Share effective approaches with teammates and contribute to the shared script library
Help document the team's standard operating procedure
Requirements
Experience
3+ years in online sales, inside sales, or client-facing sales, with a personal conversion target rather than a ticket-volume target. Candidates should be able to cite their own figures: monthly lead volume, close rate, and revenue owned
Experience managing approximately 50 or more active leads at one time across a multi-week cycle
Proven ability to work with customers through both chat (Messenger, Tiktok, Zalo) and phone
Background in CFD, securities, life insurance, consumer lending, or fintech is strongly preferred - any product requiring the customer to establish trust before committing
Skills
Objection handling
- identifies the underlying concern behind a customer's hesitation and responds with evidence rather than assurances
Follow-up discipline
- maintains a structured follow-up rhythm, continuing after an unanswered message without over-contacting
Vietnamese writing for customer chat
- concise, with one clear next step, in a natural conversational tone; adapts templates to the situation
Tracker and CRM use
- maintain accurate records and can identify where their own funnel is underperforming
Product knowledge
- existing CFD knowledge, or a demonstrated ability to learn complex financial products quickly
Time management
- sustains a 15-minute response standard while handling multiple conversations in parallel
Mindset
Explains and supports rather than pressures, recognising that trust is central to the product
Takes responsibility for their own results and can explain why a lead did not convert
Communicates risk honestly, including that CFD trading can result in loss
Works within the boundary of platform and process support, without straying into market or trading recommendations
Raises issues with scripts or processes rather than following them silently
Shares effective methods with the team
Works comfortably in an environment where processes are still being defined