StoneX Group
Support Associate - Institutional
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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.
At StoneX, we offer you the opportunity to be part of an institutional-grade financial services network that connects companies, organizations, and investors to the global markets ecosystem. As a team member, you'll benefit from our unique blend of digital platforms, comprehensive clearing and execution services, personalized high-touch support, and deep industry expertise. Elevate your career with us and make a significant impact in the world of global finance.
Business Segment Overview:
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.
Responsibilities
Position Purpose: The purpose of this role is to support the day-to-day management of institutional CFD & FX clients of Stonex Pro and Retail Partnerships. This person will play a key role in supporting sales with client onboarding and setup as well as providing day-to-day frontline 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 ongoing basis. Success for this person will be determined by achieving service levels targets for onboarding 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.
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Primary duties will include:
- Manage onboarding setup 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 support for all partner queries and issues which includes efficient handling of partner inquiries, issue resolution and facilitating to backline teams or Relationship Managers when necessary.
- Audit and Quality checks of System Settings and setups to ensure operational setup and commercial terms are properly configured.
- Representation and involvement in cross-department requests, 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.
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Qualifications
Qualifications:
To land this role you will need:
- 2 years – previous experience in a FX/CFD customer facing support or relationship management role, with strong focus on operations and KYC, technical support experience a plus.
- Good time management skills, ability to prioritize work and judgment of how to use time / meetings effectively and deliver tasks in accordance with SLA’s and due dates.
- Ability to quickly understand and follow end-to-end operational processes and their interdependencies and adapt to fast-pace environment and high focus on accuracy and attention to details.
- Excellent interpersonal and relationship management, and problem-solving skills needed for operational and technical queries, as well as to support sales in commercial related functions.
- Passionate about the sales support processes and assisting the sales team to achieve revenue growth.
- 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-paced environment.
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