Client Services Associate

Interpolitan has a purpose to empower global opportunities for our clients, partners and people. We offer tailored services and multi-currency solutions for seamless local and international transactions, helping businesses and individuals overcome traditional banking barriers. In the past, financial journeys were fraught with red tape, slow systems and arbitrary transaction limits. Now, everything has changed. Thanks to our unique approach, Interpolitan clients can easily meet financial goals and make cross-border transactions worldwide. We’re a values-led organisation and place integrity at the heart of every decision. As we expand both domestically and internationally, these core principles empower us and help us drive growth and the development of company culture in an ethical way. Our global business has team members in the UK, India, UAE and Canada. We’re looking for talented innovators who are passionate, positive and capable of thinking outside the box to solve challenges. We’ve recently been recognised as one of the Best Companies to Work For 2025, and that recognition speaks to the culture we’ve built. Our clients expect high standards and a discreet, tailored service. And so do we. If you share our values and would like to be part of our journey, we encourage you to apply for one of our open roles. About The Role This is a strategic client ownership role with commercial accountability. As Client Services Associate, you will own a portfolio of Interpolitan Money’s most important SME and high-value clients. Your success will be measured by retention, engagement, and account stability, not just responsiveness or activity. This is not a reactive service desk role and not a relationship role without responsibility. You will be expected to manage complexity, handle pressure, and take end-to-end ownership of client outcomes in a regulated financial services environment. Key Responsibilities Retention Own a defined portfolio of strategic accounts with explicit retention and engagement targets Monitor account health indicators including activity levels, service issues, delays, and sentiment Identify early warning signs of churn and take proactive action to stabilise accounts Maintain continuity and trust across the client lifecycle Client Relationship Build trusted working relationships with key client stakeholders Lead structured check-ins focused on service performance, upcoming needs, and satisfaction Translate client feedback into concrete retention actions Support commercial conversations by ensuring service delivery aligns with client expectations and value Internal delivery Coordinate across Compliance, Operations, Payments and Commercial teams to resolve issues that threaten retention Escalate with commercial context including revenue impact, client value, and urgency Take end-to-end ownership of client outcomes rather than task completion Revenue protection Understand the revenue profile of each strategic account, including fees, FX activity, and usage Flag accounts at risk of downgrade, inactivity, or exit Identify opportunities to increase engagement through additional products, services, or structures in partnership with Sales or Relationship Managers Support cross-sell and upsell initiatives by preparing accounts operationally and strategically. Data, CRM/performance tracking Maintain accurate CRM data including account value, retention status, risks and opportunities Track retention KPIs and contribute to reporting on churn, recovery, and account growth Use data to prioritise effort towards the highest-value and highest-risk accounts Commercial targets & KPIs This role carries formal performance targets including: Client retention rate across assigned strategic accounts Reduction in avoidable churn and dormant accounts Recovery of at-risk accounts Contribution to net revenue retention through engagement and expansion support Service-related revenue leakage prevention Success is defined by clients staying, engaging, and growing, not by volume of activity.