Client Services Manager Job at StoneX Group Inc. – Australia

Job purpose
The company seeks to hire a Client Services Manager, reporting directly into the Director of Client Management, to oversee the client-facing function for the Forex.com and City Index brands during the Asian time zone, based in our Sydney office. You will facilitate a fast-paced and dynamic environment by assisting representatives and delivering solution-focused results. Join a dynamic team striving to provide top-quality service by supporting various financial instruments through our retail brands City Index and FOREX.com.
General Duties

  • Assist the Director in overseeing the activities of the Client Services Team
  • Assure the smooth operation of the department when responding to internal and external requests. These requests may come from information technology staff, operations personnel, client management employees, and compliance
  • Monitor incoming trading inquiries and client issues via phone, email, and chat
  • Maintain firm KPI’s including answer rate, time-to-touch, quality assurance, CSAT, NPS, PSK, FCR
  • Engage regularly with the Regional Head to discuss cross-departmental dynamics, opportunities for improvement, risks, and issues
  • Place Spot FX, CFD’s, and Commodity trades, provide quotes and facilitate discussions regarding equity markets, fixed income markets, international markets, and economic conditions
  • Engage clients in meaningful dialogue and identify unstated needs or financial goals that may be achieved by further utilising company services, products, or tools
  • Desire to learn and utilise new concepts related to industry licensing, regulations, policies/procedures, available programs/services
  • Work with HR to assist in recruiting and onboarding new client management professionals, as applicable
  • Communicate regularly with the team, reinforcing company-wide messages and ensuring the team feels informed about and connected to firm-wide goals and initiatives
  • Demonstrate a positive and professional image at all times
  • Coordinate training and quality assurance

Qualification and Skills*

  • 3 years experience in Customer Service team management within an FX or CFD environment, preferable
  • RG 146 Licensed preferred
  • BS/BA Degree preferably in Finance, Business Management/Administration, or an equivalent combination of education, training, and experience Integrity and the ability to handle sensitive information and maintain confidentiality
  • Strong mathematical, analytical, and problem-solving skills
  • Strong attention to detail with emphasis on accuracy and timeliness
  • Ability to determine minimum maintenance requirements for all currency pairs, CFD’s, metals, and commodities
  • The ability to calculate the liquidation values of the products we offer
  • Excellent listening, written, and verbal communication skills
  • Effective conflict resolution and problem-solving skills
  • Approachable, flexible, dependable, and conscientiousness
  • Strong command of computer and typing skills
  • Demonstrates self-confidence and the ability to maintain composure in difficult situations
  • Keen interest in the investment and financial services fields
  • Experience with CRM (Salesforce) preferred
  • Excellent consultative, rapport-building, listening, and communication skills

Job Type: Full-time

About the Company

Company: StoneX Group Inc. –

Company Location:  Australia

Estimated Salary:

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About StoneX Group Inc. -