Customer Operations Associate, Transfers

Join Freetrade as a Customer Operations Associate in London, focusing on investment transfers. Apply by August 26 to be part of the future of investing.

• 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

• 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.