Client Management Associate - Spanish Speaker in London

Connecting clients to markets – and talent to opportunity. With 4,500+ employees and over 300,000 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.

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.

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 stakeholders and clients.
• Provide Clients with day-to-day support, including managing the support queue and initial triage.
• Provide escalation support to ensure all client issues are escalated 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 accurate and timely support.
• Work with internal teams to improve technical investigation turnaround time by owning requirement gathering, testing and implementation of bugs and enhancement requests.
• Participate in pre-sales meetings 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 the 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 a monthly/quarterly basis to analyse and report – Number of Investigations, 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.
• Be the subject matter expert and first point of escalation for the region, language and/or product segment.
• Ensure all investigations for your region, language and/or product segment are resolved at a high standard and within the SLA by providing guidance and training to the team when required.

Qualifications:

• A keen interest in Payments Services.
• Confident and articulate communication.
• Excellent critical thinking/problem solving skills.
• Strong attention to detail and accuracy.
• Fluent Spanish and English.
• 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.

What makes you stand out:

• Previous experience of between 2 to 3 years.
• Understanding of the Payments industry.
• Previous client facing experience.
• Proficiency in Microsoft Office products including Excel.

Education / Certification Requirements:

• Undergraduate and above would be preferred.
• Any certification in Excel would be a plus.
• Additional certification in Payments or Business optimisation is desired.

Working environment: Hybrid with a minimum of 4 days in office.