Client Services Executive

Client Services Executive Colorado USA

The Client Services Executive is responsible for the direct communication with USA-based clients ensuring a first class service is delivered to all clients. Additional tasks include Auxiliary payments and operations tasks to ensure a smooth and seamless experience for our USA based clients.

Communications with clients are executed through live chat, email, and phone call channels, and are performed with the highest level of care and attentiveness to best support our clients as they navigate our products and services. Client-interactions range from introduction and explanation of Glint’s products and services to new and prospective clients, trouble‑shooting issues clients encounter until a resolution is met, addressing client frustrations, advocating for client’s and their needs when needed, and more.

Time not spent communicating with clients is spent assisting Operations team with daily payments tasks, client verification for onboarding and updating details, and proactively identifying trends in client‑contacts as to better anticipate and respond to client contacts in most time‑efficient manner possible.

• Day‑to‑day communications with clients via live chat, email, and phone call. Communications with clients are performed to standard of excellence for client experience and respect to Compliance and regulations. Maintaining SLA timeframe of response within 48 business hours.
• Troubleshooting and investigating of issues with app/app functions as issues are reported by clients in order to better report to Product team. Requires ability to advocate for both the client and the app, dependant on the circumstances of issue client is experiencing and whether root lies with client or app/services.
• Manual verification of new clients via verification platform Mitek/Hoo Yu, ensuring client’s information provided matches legal information before onboarding. Requires strong knowledgebase of verifying state‑issued IDs.
• Assisting with payments tasks as needed, with heavier role when Payment Lead is unavailable. Payments tasks include settling daily gold sales, prepping and submitting client withdrawals, applying refunds to Glint Mastercard, accepting and applying wires and ACH transfers.
• Maintaining daily Pull Request for special request card deliveries for clients.
• Completing necessary trainings to maintain knowledge of necessary regulations, requirements, and standards of financial industry and internally at Glint.
• Management of Gold Redemption requests and email queue. Responsible for responding to clients inquiries regarding redeeming their gold, providing quotes when requested, and placing gold redemption orders when quote accepted.
• Undertaking of edits, updates, and adding additional communications for clients. As communication trends with clients are identified, new standard responses (macros) are drafted and implemented, increasing efficiency in which client support team can respond to clients and accurately address questions/issues.
• Responsible for monthly Remediation Report sent to Sutton Bank, reporting all incidents and issues that impacted clients at large‑scale over course of previous month.
• Monthly (generally, exact timing can vary) pick‑up of mail from company PO Box.

• Client support experience essential
• Polite and helpful telephone manner
• Good writing skills as will be required to email clients
• Experience of working in financial services or regulated environments
• Live in Colorado USA and happy to work remotely for an initial period of time

Laptop, IT equipment and training will be provided.