Relationship Manager/ Project Manager

Job description, responsibilities and duties

We are seeking a dynamic and customer-focused professional to join our team as a Relationship Manager / Project Manager. In this role, you will be the first point of contact for clients seeking financial guidance and support, delivering expert assistance across services such as card management, fraud resolution, and personalized financial advice.

In addition, you will take ownership of a key strategic initiative, leading the integration of two of our core product offerings to ensure a seamless and enhanced client experience.

The ideal candidate thrives in a fast-paced environment, brings a strong background in customer service—preferably within banking, credit card, or luxury sectors—and demonstrates strong organizational, stakeholder management, and communication skills.

• Efficiently managing and analyzing incoming calls from customers seeking financial guidance.

• Collaborating with clients to provide expert advice on both financial and technical aspects of the Company's services and products.

• Engaging with clients on various tasks including card issuing and delivery, card blocking and closing, and fraud verification.

• Preparing detailed weekly reports and maintaining accurate records 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 documentation 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.

• Leading project management initiatives, including the review, creation, and optimization of processes, as well as implementing operational improvements and changes across the business.

• 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.

• Previous experience in Project Management.

• Demonstrated experience in team leadership is preferred.

• 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.