Glint

Client Services Representative

• 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.

Client Services Executive

• Day-to-day communications with clients via live chat, email, and phone call.
• Communications with clients are performed to standard of excellence for client experience and respect to Compliance and regulations.
• Maintaining SLA timeframe of response within 48 business hours.
• Troubleshooting and investigating of issues with app/app functions as issues are reported by clients.
• Manual verification of new clients via verification platform Mitek/HooYu.
• Assisting with payments tasks as needed.
• Maintaining daily Pull Request for special request card deliveries for clients.
• Completing necessary trainings to maintain knowledge of necessary regulations.
• Responsible for responding to clients inquiries regarding redeeming their gold.