Client Services Specialist

Insignis Cash Solutions is a fast-growing, Cambridge and London based FinTech company looking for an enthusiastic individual to join our busy team. We are expanding, making this a perfect position if you’d like to have a significant impact on a company’s early growth and to develop your role and career as the business evolves. Our ideal candidate will demonstrate integrity, be detail oriented whilst also being personable and confident in building relationships with clients. You will be joining a team where your ideas will be welcomed and valued.

The position will be mixed working both remotely and, in our Cambridge, office located in the Innovation Centre.

Client Services Specialist Role:

We are seeking a friendly, highly skilled client services associate to make our clients feel valued and supported. In this role, your duties include fostering positive client relations, managing enquiries, and promptly directing customer complaints to relevant departments.

To be successful in client services, you should exhibit extensive experience in a similar role and demonstrate a client-oriented approach. A first-class client services representative builds positive business relationships and provides clients with individualised and professional support.

You will work in the Client Services team but will also work very closely with our Payments Team. Your role will be vital in actively expanding our client base and your team’s work will directly impact the company’s retention of clients and its growth.

Requirements

Key Responsibilities:

• Ensuring a positive and professional client service experience.
• Managing client inquiries via phone, email, or online
• Directing client complaints or complex queries to senior team members in a timely manner.
• Providing clients with technical assistance on products and services by explaining clearly how our systems work and to enable them to self-serve.
• Escalating issues to senior team members or line manager to enable prompt resolution.
• Building positive client relations by following up on active queries and confirming resolutions have been implemented
• Maintaining accurate client records and adhering to all documented processes and controls
• Identifying potential client services concerns and facilitating proactive intervention steps.
• Obtaining post-sales client feedback.
• Keeping track of new products on offer, as well as emerging trends in client services.
• Recommending product improvements based on client services feedback.
• Work closely with your team members and other departments to meet the needs of the client.

System & Process Improvement:

You will be using our systems and processes every day and hearing direct client feedback on our platform first-hand. We are always looking for ways to improve our systems to make a client’s journey more seamless and we will value your ideas on how to do the following:

• Make processes more efficient.
• Make processes easier for clients.
• Make the technology interface more user-friendly.

Qualifications and Skills

We work in an FCA regulated environment, so we need bright, high-quality individuals with:

• Honesty and integrity.
• Strong work ethic.
• Great communication skills.
• Attention to detail.
• Customer service experience.
• Excellent verbal and written skills.
• Capacity to excel in a fast-paced environment.
• Personable and friendly manner.       
• Great team player.

Any experience in the following would also be useful, but not mandatory, for the role:

• Financial or economic background or education.
• Familiarity with CRM systems and Query Management tools.
• An understanding of wealth management and financial advisory business.

We are always looking for new talent and we’re open to different levels of experience from any sector and from graduates to experienced workers. We want someone to enthusiastically engage with our business, the small team within it and the wider financial services marketplace. With a good work ethic and lots of enthusiasm there is real potential to grow and develop with us.

Insignis Company Culture

Our culture is founded on six core values:

• Integrity.
• Collaboration.
• Client Focused.
• Accuracy. 
• Partnership.
• Workload Tech-Led.

Benefits

• 25 days holiday (exc. Bank holidays) 
• 5% Pension Employer Contributions 
• Private medical insurance with Vitality 
• Health cash Plan with Medicash offering contributions to dental, optical and much more 
• Enhanced Parental Leave 
• Cycle to Work Scheme 
• Monthly team lunches, quarterly company socials 

Working Pattern

• Cambridge office based 3 days a week.