Client Operations Account Executive

Accountabilities:

• • Act as the primary point of contact for client complaints, disputes, and related operational issues.
  • Investigate complaints thoroughly, identify root causes, and work toward fair, timely, and appropriate resolutions.
  • Maintain accurate and comprehensive records of complaints, investigations, actions, escalations, and outcomes.
  • Escalate complex, sensitive, or high-risk disputes to senior management when appropriate.
  • Monitor complaint-resolution timelines and ensure cases are handled in accordance with agreed client SLAs.
  • Proactively track case progress, identify potential SLA breaches, and implement corrective actions where required.
  • Prepare regular reporting on SLA performance, resolution rates, complaint trends, and client satisfaction.
  • Communicate clearly, professionally, and empathetically with clients throughout the complaint and dispute-resolution process.
  • Keep clients informed about case progress, decisions, and resolution outcomes in a timely manner.
  • Build trust through transparent communication, accountability, and consistent follow-through.
  • Analyze complaint trends and recurring issues to identify opportunities for process and service improvements.
  • Collaborate with Operations, Compliance, Legal, and other internal teams to address systemic issues and reduce operational risk.
  • Contribute to updates of policies, procedures, and complaint-management frameworks.
  • Support training and knowledge-sharing initiatives designed to strengthen complaint-handling capabilities across teams.
  • Ensure complaint and client-management activities comply with applicable regulatory requirements, contractual obligations, internal policies, confidentiality standards, and data-protection requirements.
  • Support operational administration, including account management activities, invoice reconciliation, data consolidation, and reporting.

  Requirements:

  • Previous experience in a client-facing account management, account support, administration, or operations role.
  • Strong operational and administrative experience, with exposure to account management or client-service environments.
  • Experience managing customer or client complaints and resolving issues in a structured and professional manner.
  • Experience with data consolidation, basic analysis, reporting, and operational performance tracking.
  • Experience reconciling invoices and working with financial or contractual information.
  • Good understanding of contractual obligations and the importance of meeting agreed service commitments.
  • Banking or financial-services experience is advantageous, although relevant experience from other sectors is also valued.
  • Strong numerical ability and high level of computer literacy, particularly with Microsoft Office.
  • Advanced Excel skills are essential, including the ability to work confidently with operational data and reporting.
  • Excellent written and verbal English communication skills; knowledge of a second European language is desirable.
  • Ability to communicate effectively with diverse internal and external stakeholders and adapt communication to different audiences.
  • Strong attention to detail, accuracy, and documentation skills.
  • Ability to work effectively under pressure while managing tight deadlines and competing priorities.
  • Strong problem-solving abilities, with the judgment to identify issues, support resolution, and recognize when escalation is required.
  • Proactive and independent approach, with the initiative to identify opportunities and take action without constant supervision.
  • Commercial awareness and an interest in operational efficiency, service quality, and positive client outcomes.
  • Collaborative working style, with an understanding of how different business functions interact and contribute to overall performance.
  • Ability to think strategically while remaining comfortable taking a hands-on, tactical approach to operational challenges.
  • Curiosity and open-mindedness when evaluating problems, opportunities, and potential improvements.
  • Flexible, adaptable, and willing to support different responsibilities when business needs require it.
  • Positive, practical, and service-oriented mindset with a willingness to contribute wherever needed.

  Benefits:

  • Competitive salary and benefits package.
  • Hybrid work arrangement combining work-from-home and office-based work.
  • 26 calendar days of annual leave.
  • Health insurance.
  • Six months of paid maternity leave.
  • 15 days of paid paternity leave.
  • Opportunity to work in a client-focused, internationally oriented environment.
  • Exposure to client operations, dispute management, compliance, risk mitigation, and process improvement.
  • Opportunities to collaborate with diverse internal and external stakeholders.
  • Supportive environment focused on professional development, teamwork, continuous improvement, and meaningful work.