LHV Bank Limited is a UK-licensed bank operating across three core business segments: Retail Banking, SME Lending, and Banking Services (BaaS). The bank is a wholly owned subsidiary of LHV Group, a listed financial services provider headquartered in Estonia. LHV Bank operates under a full UK banking licence granted in May 2023.
The Bank supports over 200 fintech clients with embedded financial infrastructure, provides retail savings products via digital channels, and offers SME credit solutions across the UK. In line with its regulatory responsibilities and growth ambitions, LHV Bank is committed to maintaining a robust and proportionate financial crime control environment.
Expanding our services, LHV Bank now provides personal banking solutions. Our offerings include current accounts with competitive interest rates, fixed-rate bonds for long-term savings, and debit cards. Customers can conveniently access these services through the LHV App, enabling secure account opening and management.
This is an exciting opportunity to join our Customer Success team as an Account Manager. You'll work closely with our Relationship Managers and Customer Success team based in both London and Tallinn, supporting the day-to-day relationship management of a growing portfolio of global fintech clients, currently over 200 and expanding. Your role will be varied and hands-on, giving you exposure to client communication, internal coordination, and the operational side of financial services.
We're looking for someone who thrives in a fast-paced, evolving environment, and who enjoys building strong client relationships while navigating new challenges. You'll need to be confident managing your own workload, using good judgement to prioritise tasks across multiple stakeholders. This is a great opportunity for someone who wants to develop in a client-facing, operationally important role and grow within a dynamic, ambitious team.
Key Responsibilities
Client Support & Engagement
* Build and maintain strong working relationships with clients, acting as a trusted second point of contact alongside the Relationship Manager.
* Join customer calls, take notes, and track open actions and projects.
* Manage the shared inbox and respond to queries related to account usage and day-to-day account activity
Operational & Administrative Ownership
* Prepare, update and manage client agreements via DocuSign and internal workflows
* Set up and maintain accurate records across CRM systems and core banking platforms.
* Oversee account openings, manage Know Your Customer (KYC) requests, and assist with pricing-related tasks
Risk, Compliance & Audit Readiness
* Provide timely and accurate support for audit and regulatory requests
* Track and manage client cases, including fraud investigations and complaint resolution (including FOS escalations)
* Own the full client offboarding process, ensuring data closure across all relevant systems
Internal Collaboration
* Coordinate with Relationship Managers and assist with matters involving Legal, Product, Compliance
* Collaborate with Operations, and Data teams to ensure consistent and efficient service delivery
* Contribute to the development and upkeep of both internal knowledge bases and client-facing documentation
Customer Journey & Process Improvement
* Create self-serve guides and support content to empower clients and reduce operational overhead
* Support the Relationship Manager in facilitating commercial opportunities
* Proactively contribute ideas to improve internal processes, reduce friction, and enhance the overall client experience
What We're Looking For:
* Client-Centric Mindset: A natural communicator who enjoys helping customers and solving problems.
* Operational Rigor: Detail-oriented with a strong sense of ownership in documentation and process follow-through.
* Adaptability: Comfortable juggling shifting priorities and working in ambiguity with confidence.
* Tech Proficiency: Comfortable using systems like Salesforce, Zendesk, and TUUM - or quick to learn.
* Collaborative Spirit: Enjoys being part of a close-knit, cross-functional team and contributing to shared goals.
* Interest in Financial Services: Curious about how modern banking works and a desire to make an impact in a complex and evolving industry.
Some of our benefits
* Competitive salary &lots of opportunities to learn, grow and progress professionally.
* Open and inclusive culture.
* Hybrid working.
* Fantastic offices and great working environment.
* Vitality Health Plan (includes private health insurance, travel insurance, gym discounts)
* Health cash Plan (Medicash health plan Level 3)
* 6% employer pension contribution.
* Life assurance – 4 x salary.
* Income protection insurance – 75%
* 28 days holiday plus 3 additional days, & further days for various key life events as well as the opportunity to sell up to 5 days per calendar year.
* Swap public/bank holidays each year for alternative days that align with your personal, cultural, or religious observances.
* Enhanced family friendly and family forming policies.
* Access to a wide range of retail discounts.
* Team Socials.