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.

Requirements

Essential

• Experience in client services, account management, customer success, or retention-focused roles within financial services or regulated environments
• Demonstrated ownership of client outcomes, not just service processes
• Commercial awareness and comfort being measured against retention or revenue-linked KPIs
• Ability to manage complex conversations with clients around issues, expectations, and solutions
• Strong prioritisation skills across high-value and at-risk accounts

Desirable

• Experience in Customer Success or revenue retention models
• Familiarity with account health scoring or churn prevention frameworks
• Experience working alongside sales or relationship management teams

Success Measures (First 6–12 Months)

• Measurable improvement in retention across assigned strategic accounts
• Reduction in reactive escalations linked to service breakdowns
• Clear visibility of at-risk accounts with documented recovery plans
• Improved net revenue retention through stabilisation and expansion support
• Strong internal confidence in the role’s commercial judgement

Benefits

• Opportunity to learn and develop new skills 
• Quarterly team celebrations 
• Attractive Employee Private Health
• 25 days annual leave 
• Compulsory Birthday off 
• ESOP Participation 
• 2 days annually to volunteer for an initiative or charity 
• Annual company Unplugged Week 
  

Why You'll Love Working Here: 

• Be part of a fast-growing, internationally recognised business shaping the future of alternative banking 
• Deliver impact across a global client base with the autonomy and support to do meaningful work 
• Access opportunities for growth, whether through cross-functional projects, regional exposure, or internal development pathways 
• Join a collaborative, values-driven team where excellence, discretion, and ambition are celebrated 
• Benefit from structured training, leadership visibility, and a hybrid work model designed to bring out your best 
  

Ready to take the next step in your career journey? Submit your application today and help shape the future of finance. 

Interpolitan is an equal opportunity employer. We are committed to building a diverse and inclusive work environment where we learn from each other. We welcome people from diverse backgrounds, experiences, abilities and perspectives, and believe our differences add value to our organisation.