Customer Experience Specialist (Brokerage)

Location: Head Office, Tbilisi, Georgia. Full-time onsite role.

Company

TBC Capital is an investment banking and brokerage firm in Georgia that connects individuals and businesses with investment opportunities and capital markets through financial products, expertise, and digital solutions.

What you will do

• Monitor, analyse, and prioritise negative feedback, low ratings, and client comments from Medallia and other channels.
• Contact clients by phone, investigate concerns, identify root causes, and determine appropriate solutions within role authority and company policies.
• Resolve issues, escalate cases requiring additional expertise or approval, and coordinate timely outcomes across teams while keeping clients informed.
• Document concerns, root causes, actions, and feedback in Medallia or designated systems, and track client pain points.
• Identify recurring issues, systemic problems, and process gaps; initiate improvement projects and prepare recommendations for complex cases.
• Work with Legal, Risk, Compliance, Product, Operations, and IT teams; meet SLA targets and provide analytical updates to the manager.

Requirements

• University degree, preferably in Business, Finance, Banking, Communications, or a related field.
• At least 1.5 years of experience in banking or financial services.
• Good understanding of financial products, client service processes, and operations.
• Experience communicating with clients verbally and in writing, including handling dissatisfaction, complaints, or complex cases.
• Strong analytical skills, including root-cause and cause-and-effect analysis.
• Working knowledge of Microsoft Office applications.
• Analytical thinking, attention to detail, sound judgement, problem-solving, conflict management, negotiation, coordination, ownership, accountability, and organisation.
• Proficiency in Georgian, English, and Russian sufficient to communicate effectively with local and international clients.
• Willingness to use AI tools and adopt new technologies.

Nice to have

• Knowledge of brokerage services and investment products.
• Experience in customer service, complaints management, client-facing roles, contact centres, or operations.
• Experience using Medallia or other customer feedback or CRM systems.

Culture & Benefits

• Client-focused environment centred on informed financial decisions and capital markets.
• Culture of ownership, accountability, innovation, and continuous improvement.
• Collaboration with Legal, Risk, Compliance, Product, Operations, and IT teams.
• Work at the TBC Capital Head Office in Tbilisi.

Hiring process

• Only candidates who pass the first stage of selection and receive candidate status will be contacted.