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- Tasks: Support clients with card-related queries and ensure top-notch service.
- Company: Join a dynamic fintech firm in the heart of London.
- Benefits: Competitive salary, hybrid work model, and growth opportunities.
- Other info: Collaborative team environment with a focus on continuous improvement.
- Why this job: Be the go-to person for clients and make a real difference in their experience.
- Qualifications: Experience in customer support and a passion for fintech.
The predicted salary is between 45000 - 45000 £ per year.
London/West End (Hybrid) Permanent Salary circa £45,000
Purpose of the Role: Sterling Williams are working alongside a great fintech firm based in the West End who are seeking a client-facing Relationship Client Success Specialist to act as the primary operational point of contact for our key business verticals. The Customer Support Specialist is responsible for delivering high-quality, day-to-day support to clients using our card products. The role acts as the primary point of contact for card-related queries, incidents, and client guidance, ensuring timely resolution, clear communication, and a consistent client experience in line with regulatory and scheme requirements. This role sits within the Client Success team and works closely with Cards Operations, Payments, Compliance, and Product to resolve issues efficiently and escalate where required.
Key Responsibilities:
- Client support & servicing
- Act as the first and primary point of contact for all card-related client queries (issuance, usage, limits, declines, disputes, chargebacks, and card lifecycle events).
- Provide clear, accurate guidance to clients on card functionality, controls, and usage.
- Manage day-to-day communications, providing clear updates, explanations, and guidance.
- Build strong, trusted relationships through consistent, high-quality service.
- Anticipate customer needs and proactively flag potential issues or service improvements.
- Ensure that all interactions reflect premium service standards.
- Ensure all client interactions and actions comply with internal policies, card scheme rules, and regulatory expectations.
- Troubleshoot and investigate card issues using internal systems and third-party platforms.
- Triage and escalate complex or high-risk issues to the appropriate internal teams (Cards Operations, Compliance, Fraud, Product) in line with agreed escalation paths.
- Track incidents and client cases to resolution, ensuring SLAs are met.
- Provide feedback to Product and Operations teams on client experience, usability, and emerging risks.
- Liaise with Cards Operations to support issue resolution.
- Support card programme changes (e.g. new card launches, transitions, rule changes) from a client-facing perspective.
- Identify recurring issues and contribute to root-cause analysis and service improvements.
- Maintain accurate case records and audit trails within CRM and support tools.
- Support the Client Success Manager with reporting on volumes, themes, incidents, and client pain points.
- Contribute to the development and maintenance of client-facing FAQs, templates, and internal support procedures.
Skills & Experience Required:
- Essential
- Proven experience delivering outstanding client or customer support in a fast-paced environment.
- Experience and background in fintech, issuing, card processing, or payments operations.
- Understanding of the end-to-end card transaction lifecycle and operational workflows.
- High attention to detail with strong problem-solving capabilities.
- Excellent written and verbal communication skills.
- Client-focused mindset with a passion for delivering excellent service.
- Calm under pressure and able to manage multiple priorities.
- Relationship-oriented, collaborative, and team-focused.
- Enjoys working in a collaborative fintech environment.
- Self-starter with a continuous improvement mindset.
- Multilingual skills would be a plus.
Client Success Specialist - Cards employer: Sterling Williams Limited
Contact Detail:
Sterling Williams Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Specialist - Cards
✨Tip Number 1
Network like a pro! Reach out to people in the fintech space, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info on job openings.
✨Tip Number 2
Prepare for interviews by practising common questions related to client success and card operations. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've handled client issues in the past, especially in fast-paced environments. This will highlight your fit for the Client Success Specialist role.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Client Success Specialist - Cards
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Client Success Specialist. Highlight your experience in client support, especially in fintech or card processing. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for delivering excellent service and your understanding of the card transaction lifecycle. Let us know why you’re the perfect fit for our team!
Showcase Your Communication Skills: Since this role involves a lot of client interaction, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Sterling Williams Limited
✨Know Your Stuff
Make sure you understand the card transaction lifecycle and operational workflows inside out. Brush up on your fintech knowledge, especially around card products and payment operations. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Client-Focused Mindset
Prepare examples from your past experiences where you've delivered outstanding client support. Think about times when you went above and beyond to resolve issues or improve client satisfaction. This will demonstrate your passion for providing excellent service, which is key for this role.
✨Practice Clear Communication
Since you'll be the primary point of contact for clients, practice explaining complex concepts in simple terms. You might want to role-play with a friend or family member to ensure you can communicate clearly and effectively, especially under pressure.
✨Be Ready to Problem-Solve
Anticipate questions about how you'd handle specific client issues or incidents. Think through your problem-solving process and be prepared to discuss how you would troubleshoot and escalate issues. Showing that you can think on your feet will impress the interviewers.