Customer Operations Associate, Transfers

Job description

ABOUT FREETRADE Freetrade’s mission is to become the default place to invest. Investing has been too complicated and expensive for too long, keeping millions from making the most of their savings. We’re changing that. We’re building our team and looking for people who are excited to reshape how our customers invest and grow their wealth. If you’re driven by solving complex problems and building innovative products, you’ll fit right in. 2026 is a big year for us. Last year, we announced a game changing deal to become part of the IG Group. We’ll continue to operate as an independent business while gaining access to the resources and support of an established leader in the space. This year, we’re accelerating our roadmap and taking our products to the next level. We’re building new features like mutual funds, bonds, and family investment tools. We’re also exploring how we can leverage AI to deliver an even better experience for our customers. A QUICK HEADS-UP BEFORE YOU DIVE IN: APPLICATIONS WILL CLOSE ON WEDNESDAY, 26TH AUGUST, END OF DAY, SO IF YOU'RE KEEN, DON'T LEAVE IT TOO LATE! AFTER THE DEADLINE, OUR TEAM WILL GO THROUGH EVERY APPLICATION AND PICK WHO WE'D LOVE TO BRING FORWARD. WE WILL BE RUNNING AN ASSESSMENT DAY AT OUR BUDAPEST OFFICE ON MONDAY THE 7TH OF SEPTEMBER — SO PLEASE ONLY APPLY IF YOU'RE FREE TO JOIN US IN PERSON THAT DAY. WE CAN'T WAIT TO MEET YOU! ABOUT THE ROLE As a Customer Operations Associate, you’ll join our Transfers team within Operations, where your initial focus will be on building deep expertise in transfers and delivering great outcomes for our customers. You’ll help customers move their investment accounts and assets into and out of Freetrade, owning cases from start to finish and working with customers, external counterparties and teams across the business to make sure transfers are completed accurately, efficiently and within the required timelines. This is detailed, deadline-driven work where accuracy, ownership and follow-through really matter. You’ll develop a strong understanding of the rules and regulations governing ISA transfers, alongside the operational processes involved in cash and stock transfers, valuations, asset acceptance and CREST. You will also build experience across areas such as JISAs, fund transfers and European stock transfers. At the centre of the role is genuine care about getting the customer the right outcome. We’re looking for people who take ownership, care deeply about the experience customers have and are willing to follow a problem through until it’s resolved. Your initial focus will be Transfers, but our longer-term ambition is to build a more cross-trained and flexible Operations team. As you develop, there may be opportunities to gain exposure to other areas such as Payments, Corporate Actions, Trading & Settlements, Customer Service and Complaints, helping you build a broader understanding of how Operations works and how different workflows connect. This isn’t a rotation programme, and there’s no set timeline or expectation that you’ll move between teams. Opportunities to broaden your knowledge will depend on your development, team priorities and the needs of the business. Our aim is to develop operators with both depth and breadth across Operations - people who understand their own area deeply, can connect the dots across different workflows and use that knowledge to get better outcomes for customers. AI and automation are a real part of how Operations is evolving at Freetrade. We’re looking for people who are genuinely enthusiastic about using technology to continuously improve their work - actively finding ways to work faster and smarter and contributing to automation and efficiency improvements as they go. What You'll Do - Own transfer cases from start to finish, helping customers move ISA, JISA, GIA and SIPP accounts and assets into and out of Freetrade, with a focus on accuracy and a smooth customer outcome - Process transfer applications accurately and within agreed SLAs. - Process valuations and provide acceptance of assets within agreed SLAs. - Chase and monitor transfer progress with external counterparties and customers, taking ownership of cases through to completion. - Build a strong working knowledge of ISA and SIPP transfer rules, regulations and operational requirements. - Work with CREST processes and develop your understanding of stock and asset transfers. - Provide technical support to our Customer Service team, helping them answer customer queries accurately and efficiently. - Communicate clearly with customers through email and in-app chat and, as our support channels evolve, potentially phone. - Keep clear, accurate records of the cases you handle to support quality, compliance and audit standards. - Spot patterns in the cases and queries you handle, identifying process gaps and opportunities to improve the customer experience. - Review procedures and contribute to process enhancements, challenging inefficient ways of working and helping make things better. - Use AI tools as a core part of your day-to-day workflow, actively looking for practical ways to improve your productivity, quality and the efficiency of the wider team. - Support the wider Transfers team with ad-hoc tasks and changing priorities when needed. - Work closely with your workflow lead to align on priorities and flag anything getting in the way of good customer outcomes. - Support newer joiners as your own knowledge and experience grow. - Champion a customer-first mindset in everything you do, treating every case with the same level of care you would expect if it were your own account. ABOUT YOU - A genuinely customer-obsessed mindset, with a strong desire to deliver the right outcome and a great experience for every customer - Exceptional attention to detail, recognising that the processes you’ll work on are critical to the business and can have regulatory and customer implications if not completed accurately - The ability to work independently and proactively, taking ownership of your workload and following cases through to completion - A self-starter mindset, with the confidence to identify problems, take initiative and drive changes or improvements without needing significant direction or support - Strong written and verbal communication skills, with the ability to communicate clearly with customers, colleagues and external counterparties - A continuous improvement mindset, with experience or an interest in reviewing procedures, identifying gaps and making practical process enhancements - Strong judgement and ownership, with the confidence to make good decisions while knowing when something needs to be escalated - Experience with, or knowledge of, CREST transfers would be beneficial, alongside knowledge of ISA transfers, JISAs, fund transfers or European stock transfers - Genuine enthusiasm for using AI as part of your day-to-day work, with curiosity about how it can improve processes, quality and operational efficiency - Curiosity and learning agility, with an appetite to build deep expertise in Transfers while developing a broader understanding of Operations over time OUR HYBRID MODEL We work from our central London and Budapest offices on Monday, Tuesday, and Thursday, leaving Wednesday and Friday for dedicated focus time at home. We believe in the power of in-person collaboration to build a strong culture, but we know "life happens." If you have caregiving or personal responsibilities that require extra flexibility, let’s talk about it. INTERVIEW PROCESS We keep things simple and transparent: - Initial interview – A chat with our Talent Partner - Short Take Home Task - To ensure you're set up for success in the role - Assessment day at our Budapest office: - Hiring Manager Interview – A deep dive into your skills and experience - Values Interview – Values alignment interview with one of our Senior Leadership team We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. To find out more about how we look after your personal data when you apply for a job with us, please see our Recruitment Privacy Policy here. https://freetrade.io/legal/privacy-policy Please note we are not accepting agency CVs.