Job Description

About IFX Payments

We're an award-winning global provider of foreign exchange and payment solutions. At IFX, our mission is to become the number one service-led alternative banking partner in EMEA for corporates and Financial Institutions that add value beyond the transaction. We have one guiding principle: to

Win.Properly.

Overview of the role

As a

Client Support Associate

, you'll be at the heart of our client experience -- ensuring every interaction with IFX Payments reflects our commitment to quality and care. You'll act as a trusted advisor to clients, helping them navigate payment and platform-related queries, and ensuring they get the most from our innovative solutions.



You'll also collaborate closely with internal teams to streamline processes, identify opportunities for improvement, and deliver service excellence that exceeds expectations.

Responsibilities

Provide expert advice and support to clients on all ibanq-related queries, including both user and technical issues. Assist in tracking and locating missing inbound or pending outbound payments for clients, escalating to senior team members when necessary. Effectively prioritise and manage daily tasks, identifying when to escalate more complex issues to senior colleagues for further investigation. Communicate with partner banks and internal departments to assist with resolving routine payment issues, contributing to smooth client operations. Ensure compliance with company policies and industry regulations related to financial transactions and safeguarding, following set procedures and guidelines. Collaborate with senior team members and other departments to assist in the resolution of client queries, enhancing overall client satisfaction. Proactively participate in identifying potential improvements within the operations workflow, supporting project management office (PMO) initiatives and sharing ideas for process enhancements. Demonstrate a commitment to continuous learning by seeking guidance from senior team members and taking part in ongoing training and development opportunities.

Success Measures

Success in this role will be measured by:

Attention to detail

- Accuracy in every client interaction.

Communication

- Clear, confident, and professional engagement.

Client Management

- Building trust through exceptional service.

Analytical Thinking

- Identifying issues and finding effective solutions.

Collaboration

- Working effectively across teams and departments.

Requirements

Previous experience in a Client Support or Customer Service role within the Financial Services sector is advantageous. Keen interest in the FinTech industry and a desire to learn and grow within the field. Strong attention to detail and ability to analyse and reconcile data. Proactive and excels in problem solving. Strong organisational skills and experience in managing projects, including the ability to prioritise tasks, manage multiple deadlines, and deliver high-quality results. Excellent written and verbal communication skills, with the ability to effectively present to both internal and external stakeholders. Proficient in Microsoft Office suite and other relevant software applications. Familiarity with payments, foreign exchange and virtual IBANs is desirable.

What we offer

Everyone at IFX Payments has a meaningful and impactful role to play in helping us achieve that goal.

We take pride in the quality of our work but balance that with the speed, intent, tenacity, and focus needed to win. We're a high-performance team who can trust each other as individuals to get the job done so we can be successful together.



Being part of IFX Payments, you'll receive every opportunity to thrive in your role and to contribute to that success. We'll invest in you along the way to genuinely help you grow and take your career to new and exciting places. You'll work alongside experienced industry leaders, receive guidance from pioneering performance coaches and have the option to gain qualifications in your field that help you realise your ambitions. In exchange, we don't expect anything extra from you during your time here. We only ask you to do one thing:

Make it count

.

Our benefits

25 days' annual leave, plus bank holidays and an extra day off for your birthday! Life Insurance. Holiday loyalty scheme. Work abroad scheme. Enrolment into our pension scheme, which we offer via a salary exchange scheme. Access to a financial education, planning and coaching platform. Membership with Healthcare platform, which offers cash back on healthcare focused on dental, optical & physio, plus access to stress helplines, a virtual GP and more. Salary exchange nursery fees. Enhanced parental leave. Cycle to work. Career development and progression tools. Company events - Sporting events, pub nights, seasonal parties, socials.

Diversity & Inclusion

We believe that diversity and inclusion are essential to our success. We are committed to fostering a culture where everyone feels valued and respected, regardless of their background, identity or experiences. By embracing diverse perspectives and promoting equity, we aim to create an environment where all employees can perform and reach their full potential.

Additional Information

You must be eligible to work in the UK to be considered for this position. * Full background check will be carried out.