IFX Payments

Cross-border payments platform with FX

Client Success Associate

Customer SupportPosted on Nov 9

Full-timeAmersham, UKNo salary listedHybrid

About the Job

Requirements

Some experience in a client-facing, customer service, or administrative role is desirable but not essential.
A genuine interest in financial services, payments, or fintech is required.
Excellent verbal and written communication skills, with a professional and client-focused manner, are required.
Strong attention to detail and a commitment to accuracy are required.
Good organisational and time-management skills, with the ability to manage a varied workload, are required.
A proactive, logical approach to problem-solving and the confidence to know when to escalate are required.
Working knowledge of Microsoft Office Suite, particularly Excel and Outlook, is required.
Eagerness to learn, take on feedback, and develop within the role is required.
Adaptability and resilience, with the ability to stay calm in a fast-paced environment, are required.

Responsibilities

Act as a point of contact for client enquiries by phone, email, and other channels, responding promptly and professionally.
Resolve routine enquiries and issues, escalating more complex matters to Senior Associates or the relevant team.
Process client requests accurately and within agreed timeframes, following established procedures and controls.
Liaise with Operations, Compliance, Tech, and other teams to progress client requests and keep clients informed.
Support the monitoring of service levels and help ensure adherence to agreed service-level agreements.
Record client feedback and recurring issues, and share observations that could improve the client experience.
Contribute to team initiatives, process documentation, process improvements, and ad hoc projects.
Complete all mandatory training and develop knowledge of the organisation's products, services, and regulatory framework.

Desired Qualifications

Some experience in a client-facing, customer service, or administrative role is desirable but not essential.

Overview of the role

We are seeking a motivated Associate to join our Client Success team. This is an entry-level role, ideal for someone looking to start their career in financial services. The successful candidate will support the delivery of an exceptional client experience, handle day-to-day client enquiries, and help ensure client requests are processed accurately and on time.

Working closely with Senior Associates and the wider team, you will build a strong understanding of our products, processes and regulatory environment. Full training and ongoing development will be provided.

Act as a point of contact for client enquiries by phone, email and other channels, responding promptly and professionally.
Resolve routine enquiries and issues, escalating more complex matters to Senior Associates or the relevant team.
Process client requests accurately and within agreed timeframes, following established procedures and controls.
Liaise with Operations, Compliance, Tech and other teams to progress client requests and keep clients informed.
Support the monitoring of service levels and help ensure adherence to agreed SLAs.
Record client feedback and recurring issues, and share observations that could improve the client experience.
Contribute to team initiatives, process documentation, process improvements and ad hoc projects.
Complete all mandatory training and develop knowledge of our products, services and the regulatory framework we operate within.

Some experience in a client-facing, customer service or administrative role (desirable but not essential)
A genuine interest in financial services, payments or fintech.
Excellent verbal and written communication skills, with a professional and client-focused manner.
Strong attention to detail and a commitment to accuracy.
Good organisational and time-management skills, with the ability to manage a varied workload.
A proactive, logical approach to problem-solving and the confidence to know when to escalate.
Working knowledge of Microsoft Office Suite (particularly Excel and Outlook).
Eagerness to learn, take on feedback and develop within the role.
A true team player with a positive attitude and strong work ethic.
Adaptable and resilient, with the ability to stay calm in a fast-paced environment.

About the Company

IFX Payments

Cross-border payments platform with FX

IFX Payments is a London-based fintech that streamlines international money movement for businesses by combining foreign exchange expertise with a digital payments platform. Its core service, ibanq, enables sending and receiving funds in over 40 currencies from a single interface, while an API gateway lets clients integrate straight-through processing, real-time reporting, and automated treasury workflows. The company targets corporates, financial intermediaries, and institutions seeking alternatives to traditional banking through scalable, cloud-based payments and FX solutions. Its goal is to reduce currency risk and simplify cross-border transactions, embedding itself as a global payments and treasury platform for businesses of all sizes.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: London, United Kingdom
Founded: 2005

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