Customer Operations Associate, Transfers

Jobtailor; Greater London; Hybrid; GBP 35,000 - 49,000; Full time

Job summary

Freetrade is seeking a Transfers specialist to manage end-to-end ISA/JISA/SIPP transfers in a hybrid London environment. You will handle transfer applications, valuations, and communications with customers and counterparties, while ensuring compliance and accuracy across all case records.

Join a team focused on customer-first outcomes, continuous improvement, and leveraging AI tools to improve productivity. Assessment day in London and hybrid working arrangements are required.

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 accurately within agreed SLAs
• Process valuations and accept assets within agreed SLAs
• Chase and monitor transfer progress with external counterparties and customers through completion
• Build working knowledge of ISA and SIPP transfer rules, regulations, and operational requirements
• Work with CREST processes and develop understanding of stock and asset transfers
• Provide technical support to Customer Service for accurate and efficient customer-query handling
• Communicate with customers via email and in-app chat, potentially phone as channels evolve
• Maintain clear and accurate case records for quality, compliance, and audit standards
• Identify case and query patterns, process gaps, and customer-experience improvements
• Review procedures and contribute to process enhancements
• Use AI tools in daily workflow to improve productivity, quality, and team efficiency
• Support the wider Transfers team with ad-hoc tasks and changing priorities
• Align priorities with the workflow lead and flag barriers to customer outcomes
• Support newer joiners as knowledge and experience grow
• Champion a customer-first mindset

Job description

• • 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 accurately within agreed SLAs
• • Process valuations and accept assets within agreed SLAs
• • Chase and monitor transfer progress with external counterparties and customers through completion
• • Build working knowledge of ISA and SIPP transfer rules, regulations, and operational requirements
• • Work with CREST processes and develop understanding of stock and asset transfers
• • Provide technical support to Customer Service for accurate and efficient customer-query handling
• • Communicate with customers via email and in-app chat, potentially phone as channels evolve
• • Maintain clear and accurate case records for quality, compliance, and audit standards
• • Identify case and query patterns, process gaps, and customer-experience improvements
• • Review procedures and contribute to process enhancements
• • Use AI tools in daily workflow to improve productivity, quality, and team efficiency
• • Support the wider Transfers team with ad-hoc tasks and changing priorities
• • Align priorities with the workflow lead and flag barriers to customer outcomes
• • Support newer joiners as knowledge and experience grow
• • Champion a customer-first mindset

Requirements

• Customer-obsessed mindset and commitment to delivering the right customer outcome
• Exceptional attention to detail
• Ability to work independently and proactively, owning workloads and cases through completion
• Self-starter able to identify problems, take initiative, and drive improvements
• Strong written and verbal communication skills
• Continuous improvement mindset, with experience or interest in reviewing procedures and enhancing processes
• Strong judgement and ownership, including knowing when to esc**
• Experience with or knowledge of CREST transfers beneficial
• Knowledge of ISA transfers, JISAs, fund transfers, or European stock transfers beneficial
• Genuine enthusiasm for using AI in day-to-day work
• Curiosity and learning agility
• Availability to attend the assessment day in person at the London office on 10 September
• Accessibility to the hybrid work location at WeWork, 145 City Rd, London EC1V 1AZ
• Applicant must provide current right-to-work status for the UK

Core Competencies

Demonstrates expertise in managing account transfers, including ISA and SIPP processes, while ensuring compliance with regulations and enhancing customer experience. Proficient in using AI tools to improve workflow efficiency and committed to continuous process improvement.

Highest-signal resume keywords

• ISA Transfer Knowledge
• SIPP Transfer Knowledge
• CREST Process Understanding
• Customer Communication Skills
• Process Improvement Experience

ATS Optimization Keywords

Hard Skills

• ISA Transfers
• SIPP Transfers
• CREST Transfers
• Asset Valuation Processing
• Transfer Application Processing
• Case Record Maintenance
• Customer Query Handling
• Process Review
• AI Tool Utilization
• Operational Requirements Knowledge

Soft Skills

• Attention to Detail
• Customer-Obsessed Mindset
• Proactive Problem Solving
• Strong Written Communication
• Strong Verbal Communication

Industry Keywords

• Transfer Cases
• Customer Experience
• Compliance Standards
• Audit Standards
• Continuous Improvement
• Customer Service
• Hybrid Work
• Right-to-Work Status