Private Clients Service Associate

Job description

**About Wahed:** The global financial system wasn’t built for everyone. For millions of people, its reliance on interest (riba) creates a barrier to managing money and building wealth without compromising their values. At Wahed, we’re changing that. We are a global fintech company on a mission to build a new financial system — one that is ethical, accessible, and entirely interest-free. From our offices across the globe, our team is building products that were once deemed impossible: from pioneering Shariah-compliant equity ETFs, to true riba-free alternatives to high-yield savings accounts, to no-leverage, income-producing real estate investments. If you’re driven to help people and believe finance should empower, not exclude, join us in building a more equitable financial future. **Job Brief:** Wahed is looking for an Arabic-speaking Private Clients Service Associate to join our International team and deliver an outstanding experience to our clients. Reporting to the Private Clients Manager, you will be a first point of contact for clients across calls and email - resolving queries quickly, accurately and with genuine care. You will also be the dedicated client service contact for our high-net-worth (HNW) clients, guiding them personally through onboarding and ensuring a smooth, high-touch experience from their very first interaction. This is a client-facing role for someone who combines warmth with attention to detail and takes real pride in helping people. ### Job Responsibilities: - Act as a first point of contact for clients across calls, email and live chat — identifying and assessing their needs and resolving queries promptly and accurately. - Serve as the dedicated support contact for our high-net-worth (HNW) clients, delivering a personalised, high-touch experience and guiding them through onboarding from account opening to first investment. Support clients in Arabic (essential), English (essential), and French (desirable) ensuring clear, professional and culturally attuned communication. - Guide clients through onboarding, KYC and account-related processes, coordinating with internal teams where needed to remove friction. - Handle complaints with empathy, providing appropriate solutions and alternatives within agreed timeframes, and following up to ensure resolution. - Keep accurate records of client interactions, process client accounts and documentation, and maintain trackers for leads and queries generated through company campaigns. - Follow communication procedures, guidelines and policies, and ensure adherence to service-level agreements (SLAs) and process deliverables. - Take the extra mile to engage clients, build trust, and contribute to a high-quality values-based client experience. Share client feedback and recurring issues with the wider team to help improve our products, processes and service. ### Job Specifications: - Fluency in Arabic and English, both written and spoken - this is essential. Fluency in French is desirable. - Bachelor’s degree with 2+ years’ experience in a client service role, ideally within financial services or fintech. - Proven customer support or client-service experience, with strong phone, email and chat handling skills and active listening. - Experience supporting high-net-worth or premium clients, or a clear aptitude for delivering a high-touch, professional service. - Client-oriented, with the ability to adapt and respond to different types of clients and personalities. - Excellent communication and interpersonal skills. - Strong attention to detail and accuracy in record-keeping and following processes. - Ability to multi-task, prioritise and manage time effectively, delivering high-quality work to deadlines. - Familiarity with the UAE financial-services landscape and/or an interest in Shariah-compliant finance is an advantage. If you love helping people, take pride in delivering an exceptional client experience, and want to be part of a values-based FinTech growing in the UAE, we’d love to hear from you.