Client Success Associate

About the role

The Client Success Associate will serve as the first line of client engagement (L1) for a boutique FinTech/EMI institution. Working in a regulated environment, you will handle high‑volume client queries across payments, cards, savings, and platform functionality while adhering to strict SLA targets and governance standards.

Key responsibilities

• Act as the primary point of contact for day‑to‑day client enquiries via CRM, email and telephone.
• Log and document all interactions in the CRM system, prioritising cases by urgency, client impact and regulatory risk.
• Resolve standard and low‑risk cases using approved SOPs and follow escalation thresholds for complex, high‑risk or regulatory‑sensitive matters.
• Own client communication from receipt to closure, providing regular updates and managing expectations.
• Identify potential compliance or reputational risks and escalate promptly, ensuring full documentation.
• Meet defined response and resolution SLAs while supporting QA reviews and coaching initiatives.
• Ensure all client interactions comply with FCA requirements and internal governance policies.

Required profile

• Strong written and verbal communication skills.
• Ability to work in a fast‑paced, SLA‑driven environment.
• Sound judgement and attention to governance within a regulated financial setting.
• Customer‑focused mindset with a proactive approach to problem solving.

Required skills

• Experience with CRM systems.