PBR Customer Support Specialist (Fintech)

Location: London, United Kingdom

Company

hirify.global is an award-winning investment platform focused on ETF-based investment products and long-term investing.

What you will do

• Support former clients, LifePlan clients and Managed clients through the Past Business Review (PBR).
• Respond to inbound and outbound communications and explain approved PBR, RPQ, remediation, redress and service-change processes.
• Help clients complete revised Risk Profiling Questionnaires without influencing their answers.
• Support operational processes including transfers, withdrawals, migration, LifePlan closure and redress payments.
• Identify vulnerability, dissatisfaction, complaints and regulatory risks, applying appropriate processes and escalating issues.
• Maintain accurate case records, workflows, evidence and outcome data, and contribute to MI reporting and process improvements.

Requirements

• Strong written and verbal communication skills, with the ability to explain complex information clearly and sensitively.
• Experience handling sensitive, complex or high-stakes customer or client queries.
• Strong attention to detail and disciplined case management and record keeping.
• Good judgement and confidence to escalate risks instead of making unauthorised decisions.
• Ability to follow defined processes, scripts, templates, macros and approved client communications.
• Calm, empathetic and accurate approach when supporting distressed, vulnerable or dissatisfied clients.

Nice to have

• Experience in financial services, investments or wealth management.
• Experience with remediation, complaints or other regulated customer processes.
• Understanding of Consumer Duty and fair customer outcomes.
• Experience supporting vulnerable customers or working with investments, managed portfolios, transfers or withdrawals.
• Experience using Zendesk or a similar case-management platform.

Culture & Benefits

• Six-month fixed-term role supporting a significant client-facing PBR programme.
• Training provided on PBR, RPQ, LifePlan closure, redress, vulnerable customers, complaints, Consumer Duty, case recording and MI.
• Quality assurance includes enhanced review of early client communications and ongoing performance sampling.
• Work closely with Customer Experience, Operations, Compliance and the PBR project team.

Hiring process

• Introductory call with the Talent team.
• Gamified cognitive assessment and take-home task.
• Competency interview, potentially including a short task or case study, followed by a senior leadership interview.