Location: London (Oxford Circus)
Hybrid: 1-2 days per week in the office
Working Times: Monday to Friday 9am-6pm (Occasionally you may be required Saturday 9am-1pm)
ABOUT MONUMENT
Do you thrive on delivering exceptional client service and want to be part of building the future of banking? Monument is a rapidly growing digital bank revolutionizing the experience for mass affluent clients. We're looking for passionate Client Services Associates to join our dynamic team in London and play a key role in shaping our client experience.
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.
“I’m looking for something unrealistic - an organisation that looks after my money as if it were their own.”
Monument Client (ex-Barclays Premier, HNW profile)
HOW YOU’LL MAKE AN IMPACT
* Provide dedicated support to our valued customers, responding to their questions and requests by phone, email, and chat.
* Resolve complex client issues efficiently and empathetically, escalating where necessary.
* Contribute to process improvements and identify opportunities to enhance the client experience.
* Collaborate with internal teams (operations, compliance, etc.) to ensure seamless service delivery.
* Achieve monthly performance targets related to client satisfaction and issue resolution.
All of the above will allow us to continue to provide exceptional service and will directly impact client retention and drive our growth.
WE TEND TO LOOK FOR PEOPLE WITH
* Client Relationship Management: Demonstrated ability to build and maintain strong client relationships, evidenced by consistently high client satisfaction scores or examples of successfully managing complex client needs.
* Communication Excellence: Exceptional written and verbal communication skills, with the ability to clearly and concisely explain complex financial products and services to diverse audiences.
* Problem-Solving Prowess: Proven ability to analyse client issues, identify root causes, and develop effective solutions. Experience in handling escalated client inquiries and complaints with empathy and professionalism .
* Tech Savvy: Proficient in using CRM systems (e.g., Salesforce), banking software, and other digital communication tools. Adaptable to learning new technologies quickly.
* Regulatory Awareness: Solid understanding of FCA regulations, including Treating Customers Fairly (TCF) principles, Conduct Rules, and Consumer Duty, and their application in a first-line client service role.
* Financial Acumen: Basic understanding of financial products and services, specifically in the areas of savings and lending. Ability to explain product features and benefits to clients in a clear and concise manner.
* Team Collaboration: Proven ability to work effectively within a team environment, contributing to a positive and collaborative work culture.
If you are excited about being able to say that you are a member of the team known for the best client service, come and join us and be a part of creating that success!
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.