New Business Specialist

Capital.com is a global trading and investing platform operating across regulated markets worldwide. Capital.com Kenya is a regulated online forex and trading services to clients in Kenya, acting as a compliant counterparty and providing onboarding, execution, and client support in line with CMA requirements.

The New Business Specialist (Client Acquisition and Retention) is responsible for guiding prospective and newly approved clients through the critical early stages of their trading journey. The role focuses on converting approved applications into active and engaged client relationships by removing onboarding friction, supporting account funding, introducing clients to the platform and guide clients on how to usebthe platform to place their trades.

Responsibilities:

The New Business Specialist will be responsible for delivering a smooth, responsive and commercially effective onboarding experience that helps new clients become confident and active users of Capital.com’s platform.

• Manage the client journey from approved application through account funding, first trade and early-stage engagement, with an appropriate handover to the Premium Client Manager where relevant.
• Proactively contact newly approved clients to welcome them, understand any barriers to activation and guide them through the next steps in their onboarding journey.
• Support the conversion of approved applications into funded and active accounts by reducing friction, answering process and platform-related questions and coordinating the resolution of outstanding matters.
• Introduce new clients to Capital.com’s platform features, trading tools, risk-management functionality and educational resources through clear and practical onboarding support.
• Help clients build confidence in using the platform while ensuring all communications remain fair, balanced, accurate and within the boundaries of a non-advisory service.
• Drive early client engagement and retention through proactive outreach, structured follow-ups and personalised communication that demonstrates Capital.com’s commitment to the client experience.
• Identify clients whose onboarding has stalled or who have become inactive and conduct appropriate re-engagement and reactivation activity.
• Identify clients who may benefit from a higher-touch relationship and coordinate an effective handover to the Premium Client Manager, where appropriate.
• Maintain accurate and complete CRM records, including client interactions, onboarding status, follow-ups, activation progress and agreed actions.
• Work closely with Compliance, Operations, Customer Support, Marketing and the Premium Client Manager to resolve client matters and improve the end-to-end onboarding experience.
• Provide structured feedback on recurring client questions, onboarding obstacles, platform usage and reasons for non-activation to support continuous process improvement.