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.