Client Management Associate - German Speaker

UNAVAILABLE; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services provider in Greater London is seeking a Customer Experience role within the Payments segment. The main duties include ensuring high-quality client support, managing activities within service level agreements, and collaborating with various teams. Ideal candidates will have a keen interest in Payments, fluency in German, and strong communication skills. This hybrid position requires at least four days in the office and offers potential for professional growth.

Qualifications

• Fluency in German is required.
• Previous experience of 2 to 3 years in a related field.
• Understanding of the Payments industry and client-facing experience.

Responsibilities

• Provide a high-quality customer experience for clients globally.
• Ensure Client Management activity is performed within service level agreements.
• Manage the support queue and provide day-to-day support.
• Work with internal teams to improve support and turnaround time.

Skills

Keen interest in Payments Services

Confident and articulate communication

Excellent critical thinking/problem solving skills

Strong attention to detail

Self-reliant and confident

Excellent written and verbal communication skills

Excellent planning and organisational skills

Education

Undergraduate degree or above

Tools

Microsoft Excel

Job description

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.

Business Segment Overview

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

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 escalated 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.

• Work with the Global Client Management team on business projects and initiatives.

• Travel for client visits when required.

• 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 – fluency in German

What makes you stand out:

• Previous experience 2 to 3 years

• Understanding of the Payments industry

• Previous client facing experience

• Proficiency in Microsoft Office products including Excel.

Education / Certification Requirements:

• Undergraduate and above would be preferred.

• Any certification in Excel would be a plus.

Working environment:

• Hybrid with minimum of 4 days in office.

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