Develop an in-depth knowledge of all the product offerings for StoneX Payments. Support the team in their day-to-day deliverables.
1. Ensure Client Management activity and projects for StoneX Payments is carried out within the agreed service level agreement with all internal stakeholders and clients.
2. Provide Clients with day-to-day support, including managing the support queue and initial triage.
3. Provide escalation support to the Client Support team and ensure all client issues are escalated accurately and promptly.
4. Work with the Client Management team, Client Support team, Operations team, and Production support team in the StoneX Payments Business to help provide clients with accurate and timely support.
5. Work with internal teams to improve technical investigation turnaround time by owning requirement gathering, testing, and implementation of bugs and enhancement requests.
6. Participate in pre-sales meetings to provide sales with the necessary support to transition clients over to the BAU support model.
7. Support onboarding new clients, including client setup and training clients on all available system features and products.
8. Work with the rest of the Client Management team to design client training, user guides, and internal process documents for all the StoneX Payment products and offerings.
9. Build an approach per client, working with the sales team, to reduce the number of investigations, increase transactions, and encourage local currency trades.
10. Assist with designing client training and processes for the Global Payments systems and products available.
11. Review Client interaction on a monthly/quarterly basis to analyze and report on the number of investigations, number of transactions, transaction value, and currencies traded in.
12. Work with the Global Client Management team on business projects and initiatives.
13. 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.
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