Who you need on a brokerage team: roles and responsibilities

The six functions every brokerage team covers

Job titles change from one brokerage to the next, but the work does not. Every client signs up, gets contacted, verifies, deposits, trades, asks questions and eventually withdraws. Each of those stages needs someone responsible for it, or it becomes the gap where clients are lost.

Admin: owns the system and the access

The admin holds the keys to the brokerage. In a small team this is usually the owner or the operations manager. Their responsibilities are:

• Users and access: inviting new staff, giving each person a role and removing access the day someone leaves.
• Risk settings: spreads, symbol limits, leverage per client and margin call and stop out levels in the back office.
• Security: maintaining the IP whitelist and reading the security logs.

Keep the number of admin accounts small, and give full access only to people who truly need it. Our guide to broker platform security covers this in more depth.

Team leader: runs the desk

A team leader oversees a desk, its agents and its leads. This is a management job, not a senior agent with a longer list. A good team leader makes sure every lead has one owner, spreads new leads fairly across the desk and uses reports to see where conversion stalls.

Team leaders also coach. Comments and the activity log on each lead show exactly what happened and when, so a leader can review how a lead was handled without sitting next to the agent. When a client situation becomes difficult, the team leader is the one who steps in or passes it to finance or support.

Sales and retention agents: two different jobs

Sales agents work new leads. They make contact quickly, answer questions about the platform and guide the client through verification and the first deposit. Their most important habit is simple: everything goes in the comments, so the next person has the full context.

Retention agents work funded clients. They help clients use the platform, answer questions about deposits and withdrawals and make sure nobody feels forgotten after their first deposit.

The two jobs need different skills and a different rhythm, which is why EVO CRM gives them separate desks. The handover between them is where many clients are lost, and our article on the sales desk vs retention desk explains how to run it. For both desks, set one firm rule from the start: agents explain the product and its risks honestly and never promise results.

Finance: approves the money movement

Finance reviews every deposit and withdrawal. In EVO CRM, client requests arrive from the client area with an approval flow, and each transaction is marked approved, waiting or rejected. It works the same way for any payment method: USDT and other crypto, cards, bank transfer or local methods. Any method can be connected.

Day to day, finance is responsible for:

• Confirming that funds have arrived before approving a deposit.
• Checking the client and the trading account before approving a withdrawal.
• Keeping requests moving, because a withdrawal left waiting damages trust faster than almost anything else.

Keep this function separate from sales. The person chasing a deposit should not be the person who approves it. For more on the payment side, read our guide to forex broker payment methods.

Client support: answers everything else

Client support handles the questions that are not sales conversations: logging in, using the platform, uploading KYC documents and checking a request. Hire for the languages your clients speak. EVO runs in English, Arabic with full right-to-left support and German, so the platform can match the team.

Support staff also need to know what account statuses mean. A suspended client can log in and see the account but cannot trade, deposit or withdraw. A disabled client cannot log in at all.

Who to hire first in a small brokerage

You do not need every function as a separate person on launch day. A sensible order looks like this:

1. 1An admin who owns the system. This person can also cover finance at first, as long as they are not selling as well.
2. 2Sales agents who speak your clients' languages, so new leads are contacted quickly.
3. 3Finance and support as dedicated people, as soon as request volume starts pulling the admin away from everything else.
4. 4A retention agent the moment you have funded clients to look after. Do not wait until clients go quiet.
5. 5A team leader when the desk is too large for the owner to review every lead.

Dealers come later, as client activity grows. A dealing room workspace is coming soon in EVO; until then, the admin or a person they trust manages risk settings in the back office. Leaving a function without an owner is among the mistakes new brokerages make.

Setting up your team in EVO CRM

EVO CRM comes with the roles a desk needs: admin, team leader, sales agent and retention agent, and each role sees the leads and clients it works on. New staff are invited by email with a role and can start on day one. With roles and permissions, you decide who on your team can see and change what, which is how you shape access for finance and support staff.

The security logs record every action: who, what, when and from which IP. Follow-up reminders and Google login with OTP / 2FA are coming soon, and phone checks and VoIP are available as custom development.

Your CRM, back office, EVO WebTrader and price feed are one system on your own isolated, dedicated VPS, live in less than 24 hours. It is one flat monthly fee, with no setup fee and no revenue share, and EVO plans start from $2,500 per month. See pricing, or contact us to talk through your team.

Frequently asked questions