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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: