Client Success Associate

Client 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.