Client Service Associate

London, UK

Job Type - Full Time 

About the Role

We are seeking a highly ambitious individual who is dedicated to changing their lives over the next few years, by working in a challenging but highly rewarding Client Account Manager role. This is an opportunity for a self-starter – someone with big ambitions, but also the urgency and resilience to achieve them.

This role will attract someone who is passionate about customer care, with a desire to excel in the service that we deliver to our clients. This a newly developed role but has the potential to become one of the most pivotal positions within our business.

Overtime, as our business grows, so will this role and we envisage there to be the opportunity for you to build your own Client Management team. Your development is one of the most important aspects. A growth mind-set is non-negotiable, and we work to foster this every day.

Ultimately, we recognise that high performers improve through observation, experience, and feedback. So we surround great people, with great people, and the rest takes care of itself.

Responsibilities:

  • To be the first point of contact for clients

  • Liaise/co-ordinate with various teams to resolve client queries

  • Generate account statements for clients on an ad hoc basis

  • Day-to-day management and monitoring of the CRM database. Updating records, reviewing customer statues)

  • Track inbound communications logging, prioritising, and liaising with the relevant teams

  • Support customer communication channel integrations and their on-going management (Phone, app, live chat, WhatsApp, social media and email)

  • Help develop customer journey communication touch points. To improve onboarding experience

  • Identify user-based content to address frequently asked questions to enable self-service

  • Conduct customer satisfaction surveys


Skills, Knowledge and Expertise:


  • Experience using a CRM platform such as HubSpot is a nice to have. Full training provided.

  • Diligent when responding to customer queries

  • Excellent written and verbal communication skills

  • Friendly and helpful telephone manner

  • Ability to organise and prioritise workload in order to respond to queries in a timely manner

  • Team player

  • Patient and calm under pressure

  • Proactive in solving problems

  • A “people first” attitude

  • Ability to coordinate with different teams and manage expectations across the business

  • Happy to challenge others and be challenged

  • Proficient IT skills, including Microsoft Packages (Word / Excel and PowerPoint)



Skills, Knowledge and Expertise:


  • Attractive base salary

  • Clear career progression with managerial prospects for outstanding performers

  • Opportunity to learn and develop new skills

  • Attractive share equity programme for team players that perform

  • Quarterly team celebrations

  • 22 days annual leave

About the Company

As an regulated EMI service, Interpolitan offers a full suite of transactional alternative banking solutions. With a focus on serving overseas clients, Interpolitan offers simple and fast account opening for clients from 160+ countries.

By embracing advanced transaction solutions, accounts are usually opened within 7-10 days, whereas legacy banks can take up to three months to process requests and too often decline accounts – we understand the need for swift and secure operations.

Interpolitan connects to payment networks, ensuring back-to-back payment processing in multiple jurisdictions. Powerful, automated compliance and anti-money laundering solutions, ensure real-time compliance with international regulatory obligations.

At Interpolitan we remain a culture first organisation – one that finds direction in strategy but is driven by people. This approach enabled us to deliver consistent organic revenue growth and leading levels of client and employee satisfaction.

Our unique approach has attracted investment from highly respected individuals and entrepreneurs. Since our inception in 2009, our business has grown over 50% year-on-year. Today, we’re transacting a billion dollars a year. Throughout our journey, there’s one thing that has consistently set us apart – our people.

We’re passionate about providing talented individuals with life-changing career opportunities and giving them the tools and support they need to fully take advantage of them.