Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as a dedicated contact for private clients, handling requests involving cards, payments, transfers, accounts, limits, cryptocurrency, and related products. You will own issues through resolution, coordinate complex or high-value cases, escalate when needed, build client relationships, identify recurring pain points, and maintain clear communication throughout sensitive or urgent matters.
Requirements
- Have previous experience in account management, client services, relationship management, or a similar client-facing role.
- Demonstrate strong communication and interpersonal skills.
- Maintain a client-first approach.
- Take ownership of client requests and follow through with strong attention to detail and organizational skills.
- Remain calm and professional when working with demanding or high-value clients.
- Work effectively across multiple teams and navigate internal processes.
- Exercise discretion and professionalism when handling sensitive client information.
- Communicate fluently in spoken and written English.
- Experience with VIP, premium, or high-value clients is a strong advantage.
- Experience in fintech, banking, payments, cryptocurrency, or financial services is a strong advantage.
- Be willing to quickly learn fintech, payment, and cryptocurrency products.
Responsibilities
- Act as a dedicated point of contact for private clients and provide personalized white-glove service.
- Handle requests involving cards, payments, transfers, account functionality, limits, cryptocurrency, and other products.
- Own client issues from initial contact through resolution.
- Communicate clearly and professionally during urgent or sensitive matters.
- Build client relationships and understand individual needs, expectations, and preferences.
- Coordinate complex or high-value cases and ensure appropriate follow-up.
- Escalate issues when necessary while maintaining ownership of the client experience.
- Identify recurring client pain points and communicate them internally to improve processes.
- Develop an understanding of clients, their businesses, financial behavior, and product usage.
Benefits
- Premium tariffs for company products.
- Semi-remote work with flexible hours.
- Home office allowance.
- Virtual share options after the probation period.
- Comprehensive medical insurance after the probation period.
- 20 business days of paid leave.
- Paid sick leave.
- Birthday leave.
- Anniversary leave.
- Length-of-service holidays.
- Online events for learning and enjoyment.
- Coworking facilities and parking compensation in Wrocław or Kyiv.