Support Associate - Institutional

Connecting clients to markets and talent to opportunity.

With 4500 employees and over 300000 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:

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.

Position Purpose:

The purpose of this role is to support the day-to-day management of insitutional CFD & FX clients of Stonex Pro and Retail Partnerships. This person will play a key role in supporting sales with client on-boarding and setup as well as providing day-to-day frontline Level 1 technical support to our active API clients. This person will also provide close support to the global sales team through providing assistance during the sales process and contributing to the successful management of the client on an on-going basis. Success for this person will be determined by achieving service levels targets for on-boarding times case response times quality targets for service delivery to internal and external clients accomplishing individual & team objectives as well as maintaining and creating value for house-accounts. A desire to learn the Sales Process and work along Sales representatives while engaging with clients will be fundamental in this role.

Primary duties will include:

This is a hybrid role combining a Sales Support Role With a top Tier technical/Customer Support for our API partners

• Manage onboarding of new partners including collecting and verifying KYC documentation and coordinating approval with Compliance as well as manage the technical onboarding of API clients.
• Engage with Sales Representatives assisting in a Sales Support Role providing assistance in onboarding and support of clients throughout their lifecycle including attending client introductory meetings/calls trainings
• First line technical support for all API partner issues which includes efficient handling of partner inquiries issue resolution and facilitating to backline teams or Relationship Managers when necessary.
• Representation and involvement in projects releases and technical outages affecting partners.
• Sending mass email communications to partners either regular or ad hoc.
• Update calculate invoice and reconcile Partner Rebates and payments

To land this role you will need:

• Worked for a CFD and FX competitor (in a support role) (IG CMC) etc- CFD knowledge is most imperative given steep learning curve 1-2 years.
• Worked in a KYC /AML experience in past- Nice to have
• 2 years previous experience in a customer facing support role relationship management Sales and financial services experience a plus.
• Passionate about the sales support processes and assisting the sales team to achieve revenue growth.
• Excellent interpersonal and relationship management and problem solving skills
• Ability to quickly understand and follow end-to-end processes and their interdependencies
• Self driven to collaborate and solve problems in a matrix organizational environment and leading with high energy and positive attitude.
• Ability to work well independently/remotely across functional global teams to resolve partner inquiries in a demanding fast pace environment.
• Good time management and organizational skills ability to prioritize work and judgment of how to use time / meetings effectively.
• Great written communication skills and team work skills
• Technical Skills/savvy learner/troubleshooter (experience with API great to have)

What makes you stand out:

• Quick learner (able to study watch and learn)
• Self motivated (Self learn)
• Intellectual curiosity
• Attention to detail (proven)
• Problem solver- how they go about solving issues
• Self Driven/motivated/managed
• Overall speed/accuracy/ Sense of Urgency Hustle
• Multitasking
• Completing deadlines/ tracking deadlines (organizational and time management skills)
• Retaining knowledge
• Following procedures precisely
• Attention to detail
• Friendly attitude/personality with the team and external clients/partners

Working environment:

• Hybrid