Client Success Associate

Client Success Associate London/HybridPermanentCirca £38,000 - £40,000Sterling 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 SupportAct 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 ..... full job details .....