Client Services Executive (Fintech)

TL;DR

Client Services Executive (Fintech): Delivering friendly, professional, and personalised service across every client interaction, supporting through technical queries, platform usage, onboarding, and complaints with an accent on managing cases from start to finish, handling complaints with empathy, and maintaining accurate records. Focus on resolving client queries efficiently, contributing to process improvement, and providing client insights to product teams.

Location: Hybrid in London, UK (at least 1 day a week in the office).

Salary: Competitive bonus scheme.

Company

hirify.global is an online savings platform that helps individuals, businesses, and charities manage, protect, and grow their cash.

What you will do

• Respond to client enquiries via phone, email, chat, and meetings, adhering to agreed SLAs and KPIs.
• Manage cases from start to finish, including prioritisation, investigation, resolution, and follow-up.
• Handle complaints with empathy, clarity, and professionalism, including Trustpilot responses.
• Keep clients informed with clear updates, next steps, and realistic timelines.
• Escalate issues appropriately and collaborate with internal teams to resolve queries efficiently.
• Maintain accurate and up-to-date records of client interactions and actions, supporting process improvement and automation initiatives.

Requirements

• Prior experience in a client-facing support role, ideally within financial services or fintech.
• Exposure to case management and handling customer queries or complaints.
• Confidence and resilience to handle difficult conversations calmly and professionally.
• Strong written and verbal communication skills, with attention to detail.
• An understanding of AML principles and regulated environments (or a willingness to learn quickly).
• Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Experience using CRM or ticketing systems such as Zendesk or Salesforce.

Culture & Benefits

• Hybrid working in London, requiring at least 1 day a week in the collaborative London office.
• Competitive bonus scheme and a flexible benefits budget for personalised needs (e.g., hormone/fertility testing, neuro-diversity coaching).
• Access to salary sacrifice options for tax-efficient savings on electric cars, nursery schemes, and home/tech goods.
• An "Around the World" scheme offering 3 months of work from anywhere.
• Mental wellbeing support with access to therapy and mental health sessions through Spill.
• £1,000 personal development budget to support professional growth.
• Private health care through AXA (with medical history disregarded) and a medical cash plan for dental and optical expenses.
• Life insurance (four times your annual salary) and Income Protection.
• Matched pension contributions up to 5%.
• 25 days holiday plus bank holidays, well-being days, and volunteering days.
• Enhanced Parental Leave, including enhanced maternity, paternity, and adoption pay.