Relationship Manager
About this job
Responsibilities: • Building and maintaining strong, long-term relationships with international clients, acting as a trusted Relationship Manager and primary point of contact for high-value customers (HNWI / U-HNWI). • Assisting and guiding clients throughout the onboarding process and across payment services, ensuring a smooth, professional, and high-touch client experience. • Collaborating with clients to provide expert advice on both financial and technical aspects of the Company’s services and products. • Identifying client needs and initiating appropriate cross-sell and upsell opportunities in line with client profiles and business objectives. • Efficiently managing and analyzing incoming calls from customers seeking financial guidance. • Engaging with clients on various tasks including payments, card issuing and delivery, card blocking and closing, and fraud verification. • Preparing detailed weekly reports and maintaining accurate tables for reference. • Addressing customer complaints promptly, offering effective solutions and alternatives within specified timeframes, and ensuring follow-up to guarantee customer satisfaction. • Utilizing ICL/CRM systems and internal documents for seamless workflow. • Providing round-the-clock support to clients. • Conducting follow-up calls in response to correspondence. • Coordinating calls and meetings for the Head of Customer / Sales. • Actively participating in quarterly Customer Surveys to enhance customer experience. • Customer service background with previous experience in credit cards, banking/financial services, or the luxury industry and ultra high net worth clientele is highly valued. • Proficiency in English at Level C (speaking, writing, reading), with additional language skills considered advantageous. • Ability to thrive in a fast-paced environment while delivering excellent customer care. • Demonstrated expertise in organizational skills, problem-solving, and customer service excellence. • Keen attention to detail and proficiency in computer literacy, including Microsoft Office. • Strong team player with the capacity to work independently and collaboratively.