Customer Service Representative - IT Operations

Overview

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 50, 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.

Responsibilities

Position purpose: Provide Tier I help desk support for multiple financial services applications, handling client inquiries via phone and online chat.

Primary Accountabilities/Responsibilities: 

• Provide Tier I customer support via phone and chat using automated call distribution systems
• Assist customers with questions, issues, and requests related to products and services
• Gather and review customer information to identify and troubleshoot issues
• Research solutions using available tools and knowledge resources
• Follow established processes and escalate priority issues when required
• Accurately document all interactions and cases in tracking systems
• Redirect complex issues to the appropriate teams when needed
• Offer alternative solutions when appropriate to support customer retention
• Communicate clearly and professionally, both verbally and in writing
• Perform follow‑ups and scheduled callbacks as required
• Stay up to date with system updates, process changes, and product information
• Maintain reliable attendance and punctuality

Performance Expectations:

• Handle an average of 20 cases per day
• Maintain a minimum customer satisfaction score of 3.5
• Keep negative ticket audit results below 20%
• Achieve at least an 85% chat answer rate
• Maintain a 99% call answer rate

Qualifications

Job Requirements:

• High School Diploma required
• SIE (Securities Industry Essentials) or ability to obtain within 3 months of employment (or already FINRA licensed).
• Prior Help Desk or customer support experience preferred
• Strong attendance and reliability
• Clear and professional verbal and written communication skills
• Customer‑focused mindset with the ability to remain calm under pressure
• Basic problem‑solving skills and willingness to learn technical tools and systems
• Ability to adapt to changes in processes, tools, or work environment
• Comfortable working with diverse teams and customers
• Takes ownership of tasks and meets performance expectations
• English required; Spanish a plus but not required
• Must be authorized to work in US for any employer

Working environment:  

• 4 days in the office, 1 day at home (after the training period)