Customer Support Specialist, PBR (Past Business Review)

Location: London, United Kingdom

Company

hirify.global is an investment platform focused on exchange-traded funds (ETFs), automated investing and long-term investment products.

What you will do

• Support former clients, LifePlan clients and Managed clients through the Past Business Review, remediation, redress and service-change journeys.
• Explain approved PBR, RPQ, LifePlan closure and redress communications, including timelines, next steps and required operational actions.
• Support transfers, withdrawals, migrations, RPQ completion and failed or bounced redress payments without providing advice or influencing client decisions.
• Identify vulnerability, dissatisfaction, complaints and conduct or Consumer Duty risks, applying appropriate processes and escalating when required.
• Maintain accurate case notes, evidence, PBR tags, workflows, client outcomes and outstanding actions.
• Track unresolved cases and contribute to management information, reporting and improvements to client communications and processes.

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 issues rather than make decisions outside the defined process.
• Ability to follow approved wording, scripts, templates and controlled communications consistently.
• Ability to manage repetitive operational work accurately while maintaining an empathetic approach with distressed, vulnerable or dissatisfied clients.

Nice to have

• Experience in financial services, investments or wealth management.
• Experience with remediation, complaints or regulated customer processes.
• Understanding of Consumer Duty, vulnerable customers, managed portfolios, transfers or withdrawals.
• Experience using Zendesk or similar case-management platforms.

Culture & Benefits

• Six-month fixed-term role supporting a significant client-facing PBR programme.
• Training provided on the PBR, RPQ, LifePlan closure, redress, vulnerable customers, complaints, Consumer Duty and case recording.
• Quality assurance includes enhanced review of early client communications and ongoing performance sampling.
• Close collaboration 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.