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.
- 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