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Overview
Connecting clients to markets – and talent to opportunity
With 4,300 employees and over 400,000 retail and institutional clients from more than 80 offices spread across five continents, we’re a Fortune-100, Nasdaq-listed provider, connecting clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.
Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, The StoneX Group is made up of four segments that offer endless potential for progression and growth.
Payments : A Swift-accredited service bureau and member, our Payments division provides NGOs, institutions and non-profits the ability to make a local difference, globally – with transparent pricing across 180+ countries and 140+ currencies.
Position Purpose:
This Role is in our StoneX Payments segment. The main responsibility of the role is to provide a high-quality customer experience for our clients globally and to work with all client facing stakeholders and to ensure prompt and efficient delivery of all Client Management activity for StoneX Payments. This is a key role which connects the client with all teams within the StoneX Payments Business – Trading, Sales, Operations, IT as well as correspondent banks.
Responsibilities
Primary duties will include:
- Develop an in-depth knowledge of all the product offerings for StoneX Payments. Support the team in their day-to-day deliverables.
- Ensure Client Management activity and projects for StoneX Payments is carried out within the agreed service level agreement with all internal stakeholder and clients.
- Provide Clients with day-to-day support, including managing the support queue and initial triage.
- Provide escalation support to the Client Support team and ensure all client issues and escalate accurately and promptly.
- Work with Client Management team, Client Support team, Operations team, and Production support team in the StoneX Payments Business to help provide clients with accurately and timely support.
- Work with internal teams to improve technical investigation turnaround time by owning requirement gathering, testing and implementation of bugs and enhancement request.
- Participate in pre-sales meeting to provide sales with the necessary support to transition clients over to BAU support model
- Support onboarding new clients, including client set up and training clients on all available system features and products.
- Work with rest of the Client Management team to design client training, user guides and internal processes document for all the StoneX Payment products and offerings.
- Build an approach per client, working with the sales team, to reduce number of investigations, increase transactions, and encourage local currency trades.
- Assistance with designing client training and processes for the Global Payments systems and products available.
- Review Client interaction on Monthly/ quarterly basis to analyse and report – Number of Investigation, number of transactions, transaction value, currencies traded in.
- Lead and support all client impacting business projects and initiatives.
- Test and sign off all the client facing technical initiative. Ensure proper documentation and roll out internally and externally.
- Travel for client visits when required.
- Be the subject matter expert and first point of escalation for the region, language and/or product segment.
- This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.
Qualifications
To land this role you will need:
- Keen interest in Payments Services
- Confident and articulate communication
- Excellent critical thinking/problem solving skills
- Strong attention to detail and accuracy.
- Self-reliant and confident working within a small team with exposure to key business stakeholders.
- Excellent written and verbal communication skills.
- Excellent planning, organisational and time management skills.
- Language Requirement – German.
- Strong grasp on technology roll out and testing.
Working environment:
