Client Management Associate

StoneX Group Inc.; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services provider is seeking a dedicated professional for their Payments segment. This role focuses on enhancing client experiences and managing relationships across various teams. Ideal candidates will possess strong communication and problem-solving skills, with a keen interest in payment services. The position offers a hybrid working environment, allowing for flexibility while ensuring client satisfaction and operational excellence.

Qualifications

• Interest in Payments Services.
• Experience with technology rollout and testing.

Responsibilities

• Develop comprehensive knowledge of all StoneX Payments products.
• Ensure client management activities meet service level agreements.
• Collaborate with internal teams to improve technical turnaround times.

Skills

Communication

Problem Solving

Attention to Detail

Planning

Organizational Skills

Time Management

Education

Experience with technology rollout and testing

Job description

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 across five continents, we are a Fortune-100, Nasdaq-listed provider focused on innovation, human connection, and delivering world-class products and services to all investor types.

Whether you aim to connect retail clients to trading opportunities or delve into institutional investing, The StoneX Group offers four segments with endless growth potential.

Payments Segment

Our Payments division is a Swift-accredited service bureau and member, enabling NGOs, institutions, and non-profits to make a local impact globally, with transparent pricing across 180+ countries and 140+ currencies.

Position Purpose

This role is within our StoneX Payments segment. The primary responsibility is to provide a high-quality customer experience globally, working with all client-facing stakeholders to ensure prompt and efficient client management activities. This key role connects clients with teams across Trading, Sales, Operations, IT, and correspondent banks.

Responsibilities

Primary duties include:

• Develop comprehensive knowledge of all StoneX Payments products and support daily team deliverables.
• Ensure client management activities and projects meet service level agreements with stakeholders and clients.
• Provide daily support to clients, managing support queues and initial triage.
• Escalate and resolve client issues promptly, supporting the Client Support team.
• Collaborate with internal teams to improve technical investigation turnaround times, including requirement gathering, testing, and implementing bugs and enhancements.
• Participate in pre-sales meetings to support client transition to BAU support.
• Assist in onboarding new clients, including setup and training on system features and products.
• Design client training materials, user guides, and internal process documents for Payment products.
• Develop client-specific approaches to reduce investigations, increase transactions, and promote local currency trades.
• Review client interactions monthly/quarterly, analyzing investigations, transaction counts, values, and currencies traded.
• Lead and support client-impacting projects and initiatives.
• Test and approve client-facing technical initiatives, ensuring proper documentation and rollout.
• Travel for client visits as needed.
• Serve as the subject matter expert and escalation point for the region, language, or product segment.

This list is not exhaustive and may be expanded as necessary.

Qualifications

Requirements:

• Interest in Payments Services
• Confident, articulate communicator
• Strong problem-solving skills
• Attention to detail and accuracy
• Ability to work independently within a small team and liaise with key stakeholders
• Excellent written and verbal communication skills
• Strong planning, organizational, and time management skills
• Language Requirement: German
• Experience with technology rollout and testing

Working Environment

• Hybrid