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Client Services Executive

Flagstone

Flagstone

Customer Service
London, UK
Posted on Sunday, September 10, 2023
Who are we? We are an award-winning, fast-growing fintech, and one of Europe's leading cash deposit marketplaces. We aim to transform the way people save and grow their money through innovation and technology.Our online, user-friendly platform gives our clients access to hundreds of savings accounts, including market-leading and exclusive interest rates from 50+ of the UK's banks and building societies. We also partner with many leading wealth management companies – putting our clients in control and protecting the art of their possible. Our cultureFlagstone is a company with big ambitions. Our headcount has doubled year on year, and to date, we have raised over £30m in funding to expand our business and support the needs of a growing customer base and team.Our whole ethos revolves around three core values that underpin the principles and standards that drive our behaviour and our brand and demonstrate our culture to the outside world.
  • Forge a new way.
  • Surpass expectations.
  • Community counts.
In short, we're proactive and confident, aspirational yet authentic, and empathetic – with a commitment to our customers and our colleagues.While we have high expectations and our people work hard, we also know that there's more to life than work. In a fast-moving, dynamic, hard-working environment like ours, it's just as important to know when to stop. That's why we work together to ensure we look after ourselves and take care of each other.Our open and inclusive culture has mental health, wellbeing, and a dedication to continuous development at the forefront, so we can be the best we can be.There's still a lot to do, so join us on our journey, be part of something fresh and exciting – and protect the art of your possible. What You'll DoThe Client Services team has a wide range of responsibilities including client technical assistance, platform support, complaint resolution, courtesy calls, maintaining fast and thorough resolutions to Trustpilot responses, acting as a Voice of the Customer for Flagstone and ensuring the optimal journey and experience for our clients at all times.The Client Services Team is responsible for providing a friendly, professional, premium, and personalised service to our clients to enable their continuous support through fast resolutions to their queries or complaints. Your days are guaranteed to be varied and we encourage you to voice your ideas with ways in which we can improve our service. Your responsibilities will include:
  • Delivering a premium service to clients, managing customer and partner queries and expectation and challenges with the Client Service Team.
  • Proactively managing and responding to all client enquiries via telephone, emails, chat, and meetings in line with SLA's and KPI
  • Working with the client in mind to continually improve service levels and customer satisfaction.
  • Managing and dealing with complaints.
  • Maintaining effective relationships with Compliance, Onboarding, Product and Sales & Marketing teams and dealing with internal escalations.
  • Proactively contributing ideas to optimise process efficiency across Onboarding and wider Operational teams to be part of our constant progression to excellence.
  • Adhering to the team processes and workflows and pro-actively seek to improve these for a better customer experience as well as to drive internal efficiencies.
  • Identifying potential areas for improved processing and automation of manual processes
  • Liaising with our Technology Team to support product enhancement.
  • Triaging and assigning the appropriate level of priority to the incoming client enquiries, escalating to the relevant team as required
  • Holding responsibility and accountability for ticket resolution and workload prioritisation
  • Regularly updating clients on their open queries and managing their expectations with clear next steps and appropriate timeline
  • Obtaining and evaluating all relevant information to handle inquiries and complaints succinctly and promptly.
  • Keeping accurate records of customer enquiries, interactions, and details of actions taken, along with maintaining an accurate overall record of all existing and potential clients.
  • Taking ownership of your personal development.
  • Contributing to an environment of high engagement and high performance
  • Acting as a role model for Flagstone's culture and behaviours
What you'll need:
  • Previous experience providing client support within financial services or a FinTech ideally.
  • Significant experience of case management and handling customer complaints with patience and in a personalised, friendly manner
  • Able to handle difficult conversations with patience. Resilient and not afraid of saying 'no'
  • Strong time management/prioritisation skills and multi-tasking ability
  • Experience of working in a high volume, fast paced, and consistently changing environment.
  • To demonstrate a solid understanding of AML regulations and how they apply within a fintech environment and be able to confidently answer client queries.
  • To demonstrate excellent communication skills, both written and verbally and be able to write clearly, simply, and accurately to communicate information to clients.
  • Experience of utilising and optimising CRM/Workflow management systems such as Zendesk and Salesforce
  • Significant experience of case management and handling customer queries/complaints with patience and in a personalised, friendly way
  • Ability to drive and adapt to change.
  • An inquisitive mind that will question the "what, why and how we can improve".
  • Confidence to question our processes and offer efficient and scalable solutions, with an ability to anticipate problems and suggest solutions.
  • Desire to join a team of likeminded people who strive to support each other and give back to the community.
  • Ability to manage high volumes of work at pace.
  • High attention to detail.
  • Driven, proactive and takes ownership.
  • Great communication skills to help build strong, valuable relationships across all levels.
  • Willingness to learn, give and receive feedback.
  • Communicates well and able to and build strong relationships across all levels.
What You'll Get
  • Remote working kit
  • Around the World in 90 days (remote working)
  • Employee share scheme
  • £1,000 annual learning bursary
  • 25 days holiday
  • Additional 3 days community and charity leave each year.
  • Fertility, early pregnancy, and menopause support
  • Quarterly half days for Wellness leave
  • Flexible bank holidays
  • Income protection
  • Life insurance (4x annual salary)
  • Matched pension contribution
  • Private healthcare
  • Gym discount
  • Dental/Optical care
  • Season ticket loan
  • Electric Car Scheme
We're keen to meet people from all backgrounds, it is our diversity that allows us to work smarter, be more innovative and make better decisions, together. We build teams that represent a variety of voices, experiences, and skills, and we hire those who will help us drive results and achieve our goals.We'd be thrilled if you tick off all our boxes but if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you.