Client Services Team Lead managing existing client portfolios and ensuring service satisfaction at ServisFirst. Leading client relationship efforts and overseeing team performance.
About the role
- Client Services Executive managing client queries via phone, live chat, and emails at Glint. Collaborating with cross-functional teams to ensure high customer satisfaction in London.
Responsibilities
- First point of contact for client queries, responding to clients via phone, live chat and emails, in a timely and effective manner.
- Effectively manage and reply to client voicemails.
- Ensure a professional approach is maintained at all times championing Glint’s products and services, sharing your knowledge with clients.
- Make sound recommendations to further improve the service, FAQ’s & support documents.
- Create query tickets via our CRM and follow up any actions required.
- Adhere to the FCA Consumer Duty Principles and maintain up to date knowledge of working in a financially regulated environment.
- Ensure timely response to client enquiries and reviews.
- Consistently meeting or exceeding Service Level Agreements (SLAs) to maintain high customer satisfaction.
- Identify and deliver solutions to exceed customer expectations
- Collaborate cross-functionally with Payments, Compliance, Engineering, and Product teams to investigate and resolve client queries and issues promptly and effectively, ensuring good outcomes for customers.
- Assist with new client Onboarding and Know Your Customer process (KYC).
- Ensure all online compliance training allocated to you in support of your learning and knowledge is completed in line with specified deadlines.
- Support our USA Client Services team manage client queries should they require cover or assistance.
- Assist with weekend transaction monitoring on a pre agreed rota basis
- Support the US Client Services Lead with projects and reports that may be required.
- Update or create procedural documents where required.
- Ensure any complex client queries are escalated to the Client Services Lead or Operations Manager in their absence.
- Assist with ad hoc requests required to support the team, department and the business.
Requirements
- Customer service experience essential
- Polite and helpful telephone manner
- Good writing skills as will be required to email clients
- Experience of working in financial services or regulated environments
- Lives near London and happy to work part from home and the London office
Benefits
- Enhanced annual leave: 33 days inclusive of bank holidays
- Day off for your birthday
- Salary Sacrifice Pension
- Fee free Glint account
- Free eye tests and contribution towards eyewear
- Share Options in the Company
- Employee Assistance Programme (EAP)
- Online training access
- Paid for team events (virtual & in person)
- Monthly online wellbeing / Yoga class
- Laptop, IT equipment and training provided
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