Senior Cash Equities Support Specialist

Overview

Senior Cash Equities Support Specialist

Client Support

• Act as a senior point of contact for cash equities–related client queries
• Provide clear, factual support on:
• Order statuses and trade lifecycle
• Settlement cycles (T+ rules)
• Exchange trading hours and holidays
• Corporate action timelines (dividends, splits, rights issues – informational only)
• Ensure all client communications are accurate, professional, and aligned with compliance standards
• Maintain complete, clear, and auditable ticket documentation

SOP & Process Development

• Support the design, setup, and refinement of Cash Equities Customer Support SOPs
• Assist in defining and documenting:
• Standard handling workflows
• Ticket classification and tagging standards
• Escalation criteria and handover requirements
• Work closely with the line manager to translate operational and regulatory requirements into practical, day-to-day support processes
• Participate in periodic process reviews and continuous improvement initiatives

Escalation & Issue Management

• Identify issues that require further investigation or specialist involvement and escalate appropriately
• Ensure escalations are:
• Clearly documented
• Fact-based
• Complete and well-structured
• Act as a support reference point for more complex frontline queries before escalation
• Collaborate with Operations, Product, and other internal teams to support timely resolution

Knowledge & Team Enablement

• Contribute to the creation and maintenance of:
• Cash equities knowledge base articles
• Support guides and reference materials
• Support onboarding and coaching of new support team members
• Share recurring issues, trends, and observations with management to inform SOP updates and training needs

Risk, Compliance & Governance

• Ensure adherence to:
• Client verification and data protection requirements
• Market conduct and no-advice rules
• Internal policies and regulatory expectations
• Identify potential complaint or regulatory risk indicators and escalate promptly
• Support internal audits, QA reviews, and control assessments when required

Skills & Competencies

• Strong process and control mindset
• High attention to detail
• Ability to coach and influence peers
• Risk awareness and sound judgment
• Clear documentation and communication skills
• SLA adherence for cash equities support queries
• Accuracy and quality of issue handling and escalations
• Contribution to SOP and process setup
• Knowledge base quality and adoption
• QA audit results and CSAT scores

Experience Requirements

• 3+ years of hands-on Cash Equities Customer Support experience within a brokerage, trading platform, or regulated financial institution
• Strong working knowledge of:
• Cash equities trade lifecycle
• Order execution concepts
• Settlement processes (T+ cycles)
• Corporate actions (high-level understanding)
• Proven experience working with SOPs, process documentation, or operational procedures

Preferred

• Experience in a regulated brokerage or fintech environment
• Exposure to multi-asset or SuperApp platforms
• Prior experience mentoring or supporting junior support staff
• Familiarity with ticketing systems and QA frameworks

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.
• With a diverse workforce and geographical spread of offices, we 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.