Customer Operations Associate, Transfers

About the role

As a Customer Operations Associate, you will join the Transfers team to manage the movement of investment accounts and assets into and out of Freetrade. You will own cases from start to finish, ensuring accuracy and efficiency while adhering to regulatory requirements. The role involves collaborating with internal teams and external counterparties to deliver excellent customer outcomes while contributing to process improvements and the use of AI tools.

Responsibilities

• Own transfer cases from start to finish, helping customers move ISA, JISA, GIA and SIPP accounts and assets into and out of Freetrade.
• Process transfer applications, valuations, and asset acceptance within agreed SLAs.
• Monitor transfer progress with external counterparties and customers.
• Build a strong working knowledge of ISA and SIPP transfer rules, regulations and operational requirements.
• Provide technical support to the Customer Service team regarding customer queries.
• Communicate clearly with customers through email and in-app chat.
• Identify process gaps and contribute to enhancements to improve customer experience.
• Use AI tools to improve productivity, quality, and operational efficiency.

Required skills

• Customer operations
• Case management
• Attention to detail
• Written communication
• Verbal communication
• Process improvement

Nice to have

• CREST transfers
• ISA transfers
• JISA
• Fund transfers
• European stock transfers
• AI tools

About the Company

Freetrade is on a mission to become the default place to invest by making investing accessible and affordable. Recently becoming part of the IG Group, the company continues to operate as an independent business while accelerating its product roadmap to include new features like mutual funds, bonds, and family investment tools.