Client Service Representative

Job description

Class: Full-time AND Permanent

Legal Entity: StoneX Financial Pte.

Ltd.

Company Overview:

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.

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.

Position Purpose:

A dedicated role, based in Asia, but tasked with managing the client service experience for UK Prime and corresponding cross sell products (execution, futures, and FX).

Partnering with trading, sales, product development and the support teams, the Client Service Representative will be responsible for all elements of day-to-day activity (with exception of trading) for UK Prime client base post go live.

This will include, but not limited to the client go-live journey, reporting, billing, margin call settlement, query management, and client funding.

The Client Service Representative will be expected to have a solid understanding of the non-Prime StoneX product offerings to develop a consistent service model across StoneX services.

Primary duties will include:

• Promote the StoneX Prime Brand within the region through client engagement, industry events and associated networks.
  
  
• Manage the day-to-day relationships with allocated clients.
  
  

• Day to day ownership of the client onboarding journey post sales mandate.
  
  

• This should include execution connectivity.
  
  

• Cross product consolidation.
  
  (ie FX and Futures)
• User set-up and report distribution.
  
  
• Educate clients on product functionality and requirements.
  
  (including trade feeds)
• Generate and maintain client facing documentation relating to onboarding journey.
  
  

• Responsible for all client reporting, including the creation and distribution (through various channels), including;

• Monitoring the status of StoneX overnight batch processes to ensure timely delivery of reporting and Margin calls.
  
  

• Be a stakeholder in the development and rollout of the new Prime Reporting and margin Suites.
  
  

  • Part of rolling out of new functionality to clients.
    
    
  • Ensuring connectivity with StoneX monitoring systems.
    
    (i.e. ChaseX)
  • Follow a desk level framework, in line/coordination with the control frameworks within operations and risk, to monitor and chase client margin calls across all prime products,

• Providing clear updates on progress as well as ensuring prompt escalation of any nonpayment to risk and desk heads.
  
  

• Understand and participate in client default management drills.
  
  
• Work with Operations partners to develop exception management framework (i.e. Trade fails and Corporate actions) for Prime Client activity.
  
  

• Work closely with wider StoneX Client service teams to develop common standards.
  
  

• With special focus on common client across business lines.
  
  

• Work closely with Sales to develop and enhance existing client relationships of the firm to drive activity & enhance revenue opportunities.
  
  
• Hold periodic service reviews with clients.
  
  
• Maintain Client related MIS.
  
  
• Own the Client Service procedures and periodically review.
  
  
• Own the StoneX Prime Due Diligence Questionnaire and periodically review and update.
  
  
• Work with business head to build multiyear revenue objectives for the business.
  
  
• Understand the costs and returns associated to each product to drive sales focus.
  
  
• Coordinate discussions between trading, product and support functions ensure multi asset solutions are fit for purpose.
  
  
• Build strong relationships with key internal stakeholders in Middle and Back office functions, Onboarding, Compliance, Regulatory Ops, Credit, Risk & Settlements.
  
  Front office across regional offices and Products.
  
  
• Understand the local regulatory offering in relation to the impact on both clients and the ability for StoneX to offer services.
  
  
• Maintain prompt and regular attendance.
  
  
• This list of responsibilities is not exhaustive and may be expanded to include other duties or responsibilities that management deems necessary.
  
  

To land this role you will need:

• 5+ years' experience in a relevant financial services role.
  
  
• Understanding of Hedge Funds and their related activities.
  
  
• A track record of working in a client service role.
  
  
• Understanding of margin frameworks for Equity Swap, Futures and Repo.
  
  
• Understanding of the securities settlement cycles and post settlement events (i.e corporate Actions)
• Experience in working on technology projects.
  
  
• Understanding of the current regulatory environment, geo-political & economic drivers and the impacts of regulatory & economic change on this business and its client base.
  
  
• Excellent written and verbal communication as well as customer service skills.
  
  
• Proficient knowledge of Microsoft Excel, PowerPoint.
  
  
• Strong analytical skillset, able to display sound judgement and commercial mindset.
  
  
• Excellent organization and multitasking skills.
  
  
• Desire to work as part of a broader global team across disparate geographies.
  
  
• Autonomous self-starter, able to work under own initiative.
  
  
• Strong work ethic, with an emphasis on attention to detail.
  
  
• Must be flexible to work foreign market hours when necessary.
  
  
• Always Maintaining the highest-level of Integrity.
  
  

Working environment:

• Hybrid - 4 days in office, 1 day remote

Required Skill Profession

Other General