Connecting clients to markets – and talent to opportunity

With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 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.

Business Segment Overview: Empower individual investors – and yourself – in the world of retail through a range of different financial products rooted in innovation and market intelligence. From FX and CFDs to precious metals, master an exciting world of wealth management tools.

Position Purpose: This is a perfect role for someone who would like to know better world of financial instruments and cryptocurrencies and is not afraid of challenges from existing and prospective customers. The purpose is to provide excellent and professional service including orders execution, dealing with complaints and answer trade related questions whilst keeping within the risk profiles.

Primary duties will include:

• Handle all client enquiries by telephone, chat and e-mail in a timely and professional manner. Types of enquiries include, but are not limited to, general questions about the products and trading platforms, account opening, funding status and procedures, trade investigations and trade management, and first-line support for the trading platforms. 

• Learn and use proprietary software, trading platforms, systems and other offered products. 

• Identify and investigate platform issues.  This includes communicating such issues to other support areas. 

• Work with internal departments to address client issues.  This includes, but is not limited to, marketing, sales, compliance, treasury, operations, risk and IT.  

• Demonstrate a high level of knowledge of the product being traded. 

• Execute trading transactions within the risk parameters as set by the relevant risk desks 

• Monitor and transact all margin closeout transactions in line with the risk parameters as set by the relevant risk desks 

• Execute all internal requests from all areas of the business including FX hedge bookings and FX conversions in a timely manner 
• Maintain an appropriate level of competence through ongoing training, making requests for updates or development as required 
• Report control weaknesses, illegal, suspicious or unusual activity 
• Work to identify risks and enhance control across the business 
• Adhere to and proactively enhance the firm’s compliance with applicable laws, regulations and codes of conduct in all jurisdictions in which the Firm conducts business and which have an impact on its business 
• Maintain a high level of conduct, ethical standards and values 
• Ensuring that clients are treated fairly by knowing the customer and giving suitable advice where appropriate, providing an appropriate level of service, communicating clearly and fairly and ensuring complaints are reported. 

To land this role you will need:

• Strong telephone, email and written communication skills required  
• A very good command of English is mandatory. Knowledge of Chinese or other foreign languages is preferred.

• Previous customer service or call center experience 
• Ability to handle multiple tasks and enquiries simultaneously 
• Ability to work in a fast paced environment; ability to work with team members (both in house and overseas), and independently, to address customer enquiries consistently. 
• Experience with online trading is a benefit.  
• Previous Customer service experience, ideally within financial instruments or spread betting industry. 

Education / Certificates:

• Degree educated or equivalent  

Working environment:

• Hybrid; our Cracow office is located at Mogilska 35 street.
• Working to the shift pattern of Monday - Friday and one weekend per month
• Parking space for employees.

#LI-Hybrid #LI-MA1