The Service Culture That Made StoneX an Industry Standout
Key takeaways
- Under Jeff Peloso’s leadership, StoneX Client Management has gained industry-wide recognition for client satisfaction and responsiveness.
- More than half the team earned internal promotions in 2024 – a testament to StoneX's culture of development.
- StoneX has also adopted AI tools to help enhance service speed and improve training accuracy across the global client desk.
Meet the award-winning team
Jeff Peloso, Vice President of Client Management at StoneX, leads a team that doesn’t just respond to client needs; they anticipate them. That culture of responsiveness helped the team earn a Bronze Stevie® Award for Customer Service Department of the Year in Financial Services. The award recognizes a culture built on trust, consistency, and continuous improvement.
Peloso’s 66-person team supports over 400,000 clients across FOREX.com, City Index, and StoneX One. Every representative is fully licensed and trained to answer any query, at any hour the markets are open. Whether solving complex technical issues or guiding a first-time trader, their focus is the same: fast, accurate, and personal service.
A launchpad for careers in finance
Peloso places incredible emphasis on developing his people, leading to 57% of Client Management team members receiving promotions to new roles in 2024 alone. Many moved into leadership or joined departments like Compliance, where every team member up to Deputy CCO started in Client Management.
This culture of advancement is hardly accidental. Representatives have access to 14 licenses and industry-leading training support. More importantly, they operate in a team environment that rewards curiosity, collaboration and accountability. “We want this to be a place where people start strong and grow stronger,” Peloso says.
Putting clients first and keeping them first
Peloso’s team has also earned client accolades. FOREX.com now ranks #1 on TradingView among forex brokers, and its Trustpilot score continues to lead the industry. These milestones reflect the team's commitment to listening carefully and acting quickly.
That mindset is backed by smart tools. The team uses internal AI to surface information faster and to review every client interaction for quality and compliance. But the heart of the effort remains a human one: treat every client as if they matter, because they do.
A standard for the industry
With over one million client interactions handled last year alone, StoneX continues to raise the bar for service in financial markets. As Peloso puts it, “You build great service the same way you build great teams: with trust, consistency, and a focus on doing the right thing every time.”
The trading of derivatives such as futures, options, and over-the-counter (OTC) products or “swaps” may not be suitable for all investors. Derivatives trading involves substantial risk of loss. Past results are not necessarily indicative of future results. Futures and Options on Futures trading services are provided by the FCM Division of StoneX Financial Inc (“SFI”) (NFA ID: 0476094). Over-the-counter (“OTC”) products or swaps trading services are available through StoneX Markets LLC (“SXM”) (NFA ID: 0449652). SXM products are intended to be traded only by individuals or firms who qualify under CFTC rules as an ‘Eligible Contract Participant’ (“ECP”) and who have been accepted as customers of SXM. SFI and SXM are wholly owned subsidiaries of StoneX Group Inc.
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StoneX: We open markets
Our market expertise, advanced platforms, global reach, culture of full transparency and commitment to our clients’ success all set us apart in the financial marketplace.
Reach
With access to 40+ derivatives exchanges, 180+ foreign exchange markets, nearly every global securities marketplace and numerous bi-lateral liquidity venues, StoneX’s digital network and deep relationships can take clients anywhere they want to go.
Transparency
As a publicly traded company meeting the highest standards of regulatory compliance in the markets we serve; our financials and record of accomplishment are matters of public record. StoneX’s commitment to “doing the right thing over the easy thing” sets us apart in the industry and helps us build respect, client trust and new partnerships.
Expertise
From our proprietary Market Intelligence platform, to “boots on the ground” expertise from award-winning traders and professionals, we connect our clients directly to actionable insights they can use to make more informed decisions and achieve their goals in the global markets.
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