Transfers Customer Experience Specialist

Job description

OUR MISSION IS TO ENABLE EVERYONE TO BUILD WEALTH We reinvent how trading and investing work by creating exceptional products people love. Fostering a culture of excellence and high velocity is the key to our success. Тoday, we serve over 6 million clients, with more than €30 billion in assets under management - a testament to the scale and trust we’ve built in just a few years. THE ROLE We’re looking for a motivated Transfers Customer Experience Specialist to join our Transfers Customer Care team. This is a specialised support role focused on portfolio transfers, working closely with Transfer Operations on more complex and sensitive cases. You’ll support clients throughout the transfer journey - answering their questions, explaining requirements and timelines, and coordinating internally to ensure their investments are moved smoothly between providers. WHAT YOU’LL DO - Handle client enquiries specifically related to portfolio transfers via chat and email. - Guide clients through the end-to-end transfer process, explaining requirements clearly and setting the right expectations. - Investigate and resolve issues related to portfolio transfers, ensuring accurate and timely execution. - Coordinate with internal teams, especially Transfer Operations, to secure smooth processing of transfer requests. - Proactively monitor pending cases, follow up where needed and provide clear, timely updates to clients. - Channel client feedback into concrete suggestions to improve our processes, tools and client experience. - Act as a trusted point of contact for clients on transfer-related matters, delivering a “premium” support experience. WHAT YOU NEED TO HAVE - Proficiency in English (C1 or above), with strong written and verbal communication skills. - Strong attention to detail and problem-solving skills. - A customer-oriented approach with a focus on precision and accuracy. - Good time-management and multitasking abilities. - A proactive, people-oriented attitude and the ability to work both independently and as part of a team. - Willingness to learn and develop deep expertise in portfolio transfers. - Adaptiveness to a rapidly changing environment. - Experience (1+ year) in a customer support role, preferably in tech, fintech or performance-driven teams, is a strong advantage. NICE TO HAVE - Previous experience in customer service or operations. - Familiarity with portfolio transfers, brokerage or stock-market processes. - Understanding of the fintech or online investing industry. - University degree in Finance, Business Administration, Economics or a related field. WHAT WE OFFER - Comprehensive training programme focused on portfolio transfers and related processes. - Opportunities to upskill and grow your career, including potential progression within Transfers and other teams. - Full appreciation of your talent and specialised knowledge – your work has direct impact on our clients’ experience. - Generous remuneration package. - Excellent social benefits, including 25 days paid annual leave, a sports card and private health insurance. - Standard working hours – Monday to Friday, 9:00–18:00, with weekends and public holidays off (no shift work). - One work-from-home day per week. Bring your ambition to Europe’s fastest-growing mobile broker!