Client Services Associate in London

Location: London (Oxford Circus)

Hybrid: 2 days per week in the office

Salary: £33,000 per annum

Working Times: 40 hours per week | Monday-Friday 9am-6pm | Saturday 9am-1pm

ABOUT MONUMENT

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.

THE ROLE

As a Client Services Associate, you’ll be the human face of Monument - the first point of contact for our clients, providing exceptional service that reflects our brand’s warmth, intelligence, and reliability. You’ll play a vital role in ensuring our clients’ needs are met quickly, accurately, and thoughtfully. Whether you’re resolving queries, supporting account activities, or liaising with internal teams, your attention to detail and proactive approach will help maintain the high standards of care that define Monument.

HOW YOU’LL MAKE AN IMPACT

• Deliver exceptional service to Monument clients through clear, empathetic, and professional communication across channels (phone, email, and digital).
• Resolve client enquiries and issues swiftly, ensuring every interaction leaves a positive and lasting impression.
• Work closely with Operations, Compliance, and Product teams to ensure clients’ needs are met and processes run smoothly.
• Support client onboarding and account management, ensuring all documentation and checks are completed accurately and on time.
• Identify opportunities to improve client experience, flagging patterns or feedback that inform future enhancements.
• Maintain up-to-date knowledge of Monument’s products, services, and digital tools to assist clients effectively.
• Uphold the highest standards of operational and regulatory compliance in all interactions.
• Use internal systems and CRM tools to record interactions, track progress, and ensure seamless handovers across the team.
• Contribute to a culture of continuous improvement, collaboration, and excellence within the Client Services team.

WE TEND TO LOOK FOR PEOPLE WITH

• Passionate about delivering outstanding client service and building trusted relationships.
• An excellent communicator - articulate, patient, and able to adapt to different client personalities.
• Detail-oriented, organised, and reliable under pressure.
• Tech-savvy and comfortable working with digital banking platforms, CRM systems, and client management tools.
• A team player who works collaboratively to achieve shared goals.
• Curious and proactive, always looking for ways to make processes simpler and client experiences smoother.
• Professional, empathetic, and calm, even when managing complex or sensitive situations.

Desirable:

• Previous experience in private banking, retail banking, or financial services client support.
• Familiarity with regulatory requirements (e.g., KYC, AML).
• Experience using CRM or workflow management systems such as Salesforce or Zendesk.

VALUES

Our culture and values align with our mission to truly understand and offer excellent service to our clients. The Monument team are all here because we are passionate about building so much more than a bank. We want to be renowned for giving people a service that leaves them in no doubt that we appreciate what their time and lives are worth. We want to continue to be known for our integrity, attentiveness, sense of community and innovation. We build strong relationships through trust and a keen eye for detail. Our commitment and collaboration delivers an attentive and outstanding service offering. All combined with our community, both internal and external, our approach to diversity and our pursuit for innovation, we will help our clients and colleagues to do more and be more. Together we are building something monumental.