Glint

Client Services Executive

Glint

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £27,000 - £29,000 per year

Job Level

Junior

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRMKYCtransaction monitoring
Soft Skills
customer servicecommunicationproblem-solvingcollaborationprofessionalismwriting skillspolite mannerhelpfulness