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Client Success Specialist
New Today
London/WestEnd(Hybrid)
Permanent
Salarycirca£45,000
PurposeoftheRole:
SterlingWilliamsareworkingalongsideagreatfintechfirmbasedintheWestEndwhoareseekingaclient-facing,RelationshipClientSuccessSpecialisttoactastheprimaryoperationalpointofcontactforourkeybusinessverticalsTheCustomerSupportSpecialistisresponsiblefordeliveringhigh-quality,day-to-daysupporttoclientsusingourcardproducts.Theroleactsastheprimarypointofcontactforcard-relatedqueries,incidents,andclientguidance,ensuringtimelyresolution,clearcommunication,andaconsistentclientexperienceinlinewithregulatoryandschemerequirements.ThisrolesitswithintheClientSuccessteamandworkscloselywithCardsOperations,Payments,Compliance,andProducttoresolveissuesefficientlyandescalatewhererequired.
KeyResponsibilities
Clientsupport&servicing
Actasthefirstandprimarypointofcontactforallcard-relatedclientqueries(issuance,usage,limits,declines,disputes,chargebacks,andcardlifecycleevents).
Provideclear,accurateguidancetoclientsoncardfunctionality,controls,andusage.
Manageday-to-daycommunications,providingclearupdates,explanations,andguidance
Buildstrong,trustedrelationshipsthroughconsistent,high-quality-qualityservice.-to-daycommunications,providingclearupdates,explanations,andguidance.
Anticipatecustomerneedsandproactivelyflagpotentialissuesorserviceimprovements.
Ensurethatallinteractionsreflectpremiumservicestandards.
Ensureallclientinteractionsandactionscomplywithinternalpolicies,cardschemerules,andregulatoryexpectations.
Issuemanagement&escalation
TroubleshootandInvestigatecardissuesusinginternalsystemsandthird-partyplatforms.
Triageandescalatecomplexorhigh-riskissuestotheappropriateinternalteams(CardsOperations,Compliance,Fraud,Product)inlinewithagreedescalationpaths.
Trackincidentsandclientcasestoresolution,ensuringSLAsaremet.
ProvidefeedbacktoProductandOperationsteamsonclientexperience,usability,andemergingrisks.
Operationalcoordination
LiaisewithCardsOperationstosupportissueresolution.
Supportcardprogrammechanges(e.g.newcardlaunches,transitions,rulechanges)fromaclient-facingperspective.
Identifyrecurringissuesandcontributetoroot-causeanalysisandserviceimprovements.
MaintainaccuratecaserecordsandaudittrailswithinCRMandsupporttools.
SupporttheClientSuccessManagerwithreportingonvolumes,themes,incidents,andclientpainpoints.
Contributetothedevelopmentandmaintenanceofclient-facingFAQs,templates,andinternalsupportprocedures.
Skills&ExperienceRequired
Essential
Provenexperiencedeliveringoutstandingclientorcustomersupportinafast-pacedenvironment-pacedenvironment.
Experienceandbackgroundinfintech,issuing,cardprocessing,orpaymentsoperations.
Understandingoftheend-to-end-tocardtransactionlifecycleandoperationalworkflows-endcardtransactionlifecycleandoperationalworkflows.
Highattentiontodetailwithstrongproblem-solvingcapabilities-solvingcapabilities.
Excellentwrittenandverbalcommunicationskills.
PersonalAttributes
Client-focusedmindsetwithapassionfordeliveringexcellentservice-focusedmindsetwithapassionfordeliveringexcellentservice.
Calmunderpressureandabletomanagemultiplepriorities.
Relationship-oriented,collaborative,and-oriented,collaborative,andteam-focused.
Enjoysworkinginacollaborativefintechenvironment.
Self-starterwithacontinuousimprovementmindset-starterwithacontinuousimprovementmindset.
Multilingualskillswouldbeaplus.
TPBN1_UKTJ
- Location:
- Nottingham
- Salary:
- £45,000
- Job Type:
- FullTime
- Category:
- Customer Service