Client Services Associate

Monument; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking passionate Client Services Associates to join their dynamic team in London. This role offers the opportunity to deliver exceptional client service and shape the future of banking for mass affluent clients. You will provide dedicated support, resolve complex issues, and collaborate with internal teams to enhance the client experience. If you thrive in a fast-paced environment and possess strong communication and problem-solving skills, this is the perfect opportunity for you to make a significant impact in a rapidly growing digital bank.

Qualifications

• Ability to build and maintain strong client relationships.
• Exceptional written and verbal communication skills.
• Proficiency in CRM systems and digital communication tools.

Responsibilities

• Provide dedicated support to customers via phone, email, and chat.
• Resolve complex client issues efficiently and empathetically.
• Contribute to process improvements for enhanced client experience.

Skills

Client Relationship Management

Communication Excellence

Problem-Solving Prowess

Tech Savvy

Regulatory Awareness

Financial Acumen

Team Collaboration

Tools

Salesforce

Job description

Join to apply for the Client Services Associate role at Monument

Location:

London (Oxford Circus)

Hybrid:

1-2 days per week in the office

Working Times:

Monday to Friday 9am-6pm

About Monument

Do you thrive on delivering exceptional client service and want to be part of building the future of banking? Monument is a rapidly growing digital bank revolutionizing the experience for mass affluent clients. We're looking for passionate Client Services Associates to join our dynamic team in London and play a key role in shaping our client experience.

We’re a challenger bank with a bold ambition: to transform the financial experience of the mass affluent—an incredibly valuable community that has been underserved for far too long.

We’re inviting the mass affluent to join a growing mindset that believes there’s more to wealth than money. And we are dedicated to providing a service experience that leaves clients in no doubt that we treat their wealth with the same care, dedication, and thoughtfulness as if it were our own.

“I’m looking for something unrealistic - an organisation that looks after my money as if it were their own.”

How You’ll Make an Impact

• Provide dedicated support to our valued customers, responding to their questions and requests by phone, email, and chat.
• Resolve complex client issues efficiently and empathetically, escalating where necessary.
• Contribute to process improvements and identify opportunities to enhance the client experience.
• Collaborate with internal teams (operations, compliance, etc.) to ensure seamless service delivery.
• Achieve monthly performance targets related to client satisfaction and issue resolution.

What We Are Looking For

• Client Relationship Management: Ability to build and maintain strong client relationships, demonstrated by high satisfaction scores or managing complex needs.
• Communication Excellence: Exceptional written and verbal skills to explain complex financial products clearly.
• Problem-Solving Prowess: Ability to analyze issues, identify root causes, and develop solutions with empathy and professionalism.
• Tech Savvy: Proficiency in CRM systems (e.g., Salesforce) and digital communication tools, with quick adaptability to new technologies.
• Regulatory Awareness: Understanding of FCA regulations, including Treating Customers Fairly (TCF), Conduct Rules, and Consumer Duty.
• Financial Acumen: Basic knowledge of financial products, especially in savings and lending, with ability to explain features clearly.
• Team Collaboration: Proven ability to work effectively within a team and contribute positively to the work culture.

Our Values

Our culture aligns with our mission to understand and serve our clients excellently. We aim to be renowned for integrity, attentiveness, community, and innovation. We build trust and strong relationships, fostering a collaborative environment that values diversity and innovation. Together, we are building something monumental.