Client Management Associate - Italian speaker

Full job description
Overview:
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 five 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.
Institutional: Immerse yourself in the best-in-class institutional-grade technology, working alongside industry experts and gaining exposure to various asset classes, such as equities, options, fixed income securities, and advanced trading, research, and management technology.
Retail: Empower individual investors – and yourself – in the world of retail through a range of different financial products rooted in innovation and market intelligence. From FX and CFDs to precious metals, master an exciting world of wealth management tools.
Commercial: With boots on the ground authenticity at the heart of everything we do, our comprehensive array of commercial products and services enable you to work directly with our clients, across hedging, risk management, execution and clearing, OTC products, commodity finance and more.
Corporate: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Responsibilities:
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.
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:
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 Italian