Full job descriptionClient Success Associate
London/Hybrid
Permanent
Circa £38,000 - £40,000


Sterling Williams are working alongside a boutique Fintech/EMI Institution. They are seeking a Client Success/Client Services associate to join them on a permanent basis.


Role Overview
The Client Success Associate is the first line of client engagement (L1) within the Client Success function. This role is responsible for handling high-volume client queries in a structured, SLA-driven environment, ensuring accurate triage, professional communication, and disciplined escalation to Specialists or Operations, internal teams where required. This is a client-facing role operating within a regulated environment, requiring sound judgement and strong attention to governance.


Key Responsibilities


1. First-Line Client Support
Act as the primary point of contact for day-to-day client enquiries across payments, platform and mobile app
functionality, cards, savings, account servicing, transaction status updates and general product-related
support.
• Respond to inbound cases via CRM, email and telephone within agreed SLAs.
• Maintain consistent, high-quality written and verbal communication.
• Accurately log and document all interactions in the CRM system.
• Prioritise cases based on urgency, client impact, regulatory risk, and business requirements.


2. Structured Case Resolution
• Resolve standard and low-risk cases using approved SOPs.
• Follow clearly defined escalation thresholds for:
o Complex or high-risk cases.
o Regulatory-sensitive matters.
o Product-specific issues.
• Escalate to:
o Client Success Specialists (L2)/ RMs/ internal teams for complex matters.
o Operations for processing/systemic issues.


3. Client Communication Ownership
• Take ownership of client communication from receipt through to closure.
• Provide regular updates to clients on open cases, even when there is no resolution yet.
• Manage client expectations professionally and transparently.
• Ensure clients feel informed and supported throughout the case lifecycle.


4. Escalation & Risk Awareness
• Apply sound judgement when assessing client cases.
• Identify potential compliance or reputational risk and escalate promptly.
• Ensure full documentation when handing over cases.
• Maintain proactive communication with clients during escalations.


5. SLA & Service Quality Discipline
• Meet defined response and resolution SLAs.
• Maintain communication quality standards.
• Support QA reviews and coaching initiatives.
• Contribute to reducing escalation recurrence.


6. Regulatory & Governance Alignment
• Ensure all client interactions comply with:
o FCA requirements.
o Internal policies and procedures.
o Outsourcing and operational governance frameworks.
• Maintain complete audit trails in CRM.
• Support Compliance and Operations when documentation is requested.


7. Collaboration & Continuous Improvement
• Work closely with:
o Client Success Specialists.
o Operations.
o Compliance.
o Product.
• Share learning points and recurring themes with the wider Client Success team.
• Identify recurring client themes and improvement opportunities.
• Contribute to knowledge base and procedural documentation updates.


Skills & Experience


• Experience supporting HNW, UHNW, corporate, or financial institution clients is highly advantageous
• Experience in client support within: Financial services or Fintech.