Client Services Executive

Role Overview

The Client Services Representative will act as the primary point of contact for Corporate and Embedded finance clients, providing exceptional service and ensuring that client needs are met efficiently and within defined Service Level Agreements (SLAs). The role involves managing client requests, resolving operational and technical issues, coordinating internally across departments, and maintaining strong client relationships. Additionally, the position will support the Payment Operations team with relevant data entry and documentation tasks.

Key Responsibilities

Client Relationship Management – Corporate Clients

• Act as the main point of contact for corporate client requests and queries, ensuring timely and effective resolution in line with company SLAs.
• Promote the use of the Andaria Internet banking portal to reduce query volumes and improve client experience.
• Build and maintain strong, long-lasting client relationships by understanding each client’s business needs and objectives and ensuring company services support their goals.
• Support clients with reporting requests, ensuring accuracy and timely delivery.
• Maintain detailed and accurate records of all client interactions, including client calls, meetings, issues raised, and proactive outreach.
• Identify recurring issues faced by clients and collaborate with internal teams to enhance processes and client experience.

Embedded Finance Client Support

• Provide tailored support to embedded finance partners, focusing on their enquiries raised on behalf of their underlying clients.
• Support embedded finance clients in understanding system functionality, card issuance flows, payment processing, and compliance-related requirements.

Operational & Technical Issue Resolution

• Handle payment and card activity-related incidents, investigating issues and coordinating solutions with internal stakeholders.
• Troubleshoot technical issues, such as system downtime, internet banking errors by collaborating with internal teams to reach a fast resolution.
• Identify potential risks associated with client activity and escalate according to internal policies.
• Coordinate with internal teams (e.g., Marketing, Platforms, Business Development, Payment Operations etc) to ensure timely delivery of services, product updates, and new feature rollouts.

Onboarding Support

• Assist with client onboarding, making sure that the KYB pack is complete and accurate, in preparation for review and approval.
• Setup new clients’ profiles and assign the relevant product within Andaria’s CRM system and core banking system.
• Coordinate with clients to obtain all required documentation and information for the file review process.
  

Continuous Improvement & Industry Awareness

• Develop subject matter expertise in industry trends, regulatory considerations, and the competitive landscape to better support clients and internal stakeholders.
• Contribute to continuous improvement by sharing own ideas and insights on client experience, recurring issues, and opportunities for automation or product enhancements.
• Perform ad-hoc duties and support company projects as required.

Key Behaviours and Attributes

• Client-centric mindset: Demonstrates a strong commitment to delivering high-quality service and building trusted relationships with clients.
• Proactive and solutions-oriented: Anticipates client needs, identifies issues early, and takes initiative to resolve problems efficiently.
• Strong ownership and accountability: Takes responsibility for tasks and outcomes, ensuring work is completed to a high standard and within deadlines set by Client Services Account Manager.
• Adaptable and resilient: Comfortable working in a fast-paced environment with changing priorities, maintaining focus under pressure.
• Continuous improvement mindset: Seeks opportunities to streamline processes, contribute ideas, and enhance client experience.
• Collaborative team player: Actively contributes to team meetings and discussions and supports colleagues while also working effectively independently.
• Clear and confident communicator: Able to explain complex information in a simple, professional, and client-friendly manner.
• Detail-oriented: Maintains accuracy in documentation, reporting, and data entry, ensuring compliance and consistency.

Experience: 

• 2+ years previous client-facing experience within fintech, payments, financial services, or contact centre environment preferred.

• Knowledge in working with CRM Software, eg, Zendesk, Jira  

What we offer:

• Competitive salary
• Clear growth path and opportunities in a rapidly growing business
• Comprehensive health and wellness benefits package
• Hybrid Working and flexibility
• Professional development opportunities
• Collaborative and inclusive work environment
• Opportunity to make a significant impact on the company’s growth and success