Client Services Executive
Glint Pay
London - Hybrid: mix of working from home and our London office
Monday to Friday 37.5 hours a week
The role of Client Services Executive is extremely important here at Glint and alongside our Client Services team this role is our first point of contact for our our clients. Effectively managing client queries and support via phone, emails and online chat, the role also involves a high level of cross functional working with other teams to ensure smooth operations and client satisfaction. As part of our commitment to continuous improvement the knowledge gained in the role from assisting clients is highly valued, and will contribute to service and internal procedural updates. Client Services is made up of a team of three in the UK and three in the USA, working closely to ensure a first class service is provided to clients.
Key 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.


Skills / 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


Staff 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 .