Client Success Specialist - Cards

Client Success Specialist - Cards

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-quality service.-to-day communications, providing clear updates, explanations, and guidance.

· 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.

Issue management & escalation

· 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.

Operational coordination

· 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-paced environment.

· Experience and background in fintech, issuing, card processing, or payments operations.

· Understanding of the end-to-end-to card transaction lifecycle and operational workflows-end card transaction lifecycle and operational workflows.

· High attention to detail with strong problem-solving capabilities-solving capabilities.

· Excellent written and verbal communication skills.

Personal Attributes

· Client-focused mindset with a passion for delivering excellent service-focused mindset with a passion for delivering excellent service.

· Calm under pressure and able to manage multiple priorities.

· Relationship-oriented, collaborative, and -oriented, collaborative, and team-focused.

· Enjoys working in a collaborative fintech environment.

· Self-starter with a continuous improvement mindset-starter with a continuous improvement mindset.

· Multilingual skills would be a plus.