Overview
Connecting clients to markets – and talent to opportunity.
With 4,500+ employees and over 300,000 commercial, institutional, payments, and retail clients, we operate from more than 70 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect 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, StoneX Group is made up of four business segments that offer endless potential for progression and growth.
Payments
A Swift‑accredited service bureau and member, our Payments division provides NGOs, financial institutions and non‑profits the ability to make a local difference, globally – with transparent pricing across 180+ countries and 140+ currencies.
Responsibilities
Position Purpose: This role is in our StoneX Payments segment. The main responsibility is to provide a high‑quality customer experience for our clients globally and to work with all client‑facing stakeholders 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.
* 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 are carried out within the agreed service level agreement with all internal stakeholders and clients.
* Provide day‑to‑day support to clients, including managing the support queue and initial triage.
* Provide escalation support to ensure all client issues are escalated accurately and promptly.
* Work with the Client Management team, Client Support team, Operations team, and Production support team to provide clients with accurate and timely support.
* Improve technical investigation turnaround time by owning requirement gathering, testing, and implementation of bugs and enhancement requests.
* Participate in pre‑sales meetings to provide sales with the necessary support to transition clients over to BAU support model.
* Support onboarding of new clients, including client set‑up and training on all available system features and products.
* Collaborate with the Client Management team to design client training, user guides, and internal processes for all StoneX Payment products and offerings.
* Build an approach per client, working with the sales team, to reduce the number of investigations, increase transactions, and encourage local currency trades.
* Assist in designing client training and processes for the Global Payments systems and products available.
* Review client interaction on a monthly/quarterly basis to analyse and report on the number of investigations, number of transactions, transaction value, and currencies traded.
* Work with the Global Client Management team on business projects and initiatives.
* Travel for client visits when required.
* Serve as the subject‑matter expert and first point of escalation for the region, language, and/or product segment.
* Ensure all investigations for your region, language, and/or product segment are resolved at a high standard and within the SLA by providing guidance and training to the team when required.
* Additional duties may be included at management’s discretion.
Qualifications
To land this role you will need:
* A keen interest in Payments Services
* Confident and articulate communication skills
* Excellent critical thinking/problem‑solving skills
* Strong attention to detail and accuracy
* Fluent Spanish and English
* 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
What makes you stand out
* Previous experience of between 2 to 3 years
* Understanding of the Payments industry
* Previous client‑facing experience
* Proficiency in Microsoft Office products including Excel
Education / Certification Requirements
* Undergraduate degree or higher preferred
* Any Excel certification would be a plus
* Additional certification in Payments or Business optimisation desirable
Working environment
* Hybrid with a minimum of 4 days in office
#J-18808-Ljbffr